Help Desk Technician

Do you live, sleep, eat and breathe all things technical support? Do you learn quickly and want to help make a difference in the healthcare industry? Would you like to use your skills in a collaborative and fast-paced work environment?

If so, this may be the perfect role for you! Please review the details below and click "Apply" today if this role excites you as a potentially amazing fit!

Position Purpose:

The Customer Care Tier 1 Agent will be essential to our 24-7 support of our customers by providing first level tech support to current AvaSure customers in utilizing the system. This role will seek guidance and insight from Tier 1, Level 2 agents as needed. They will also be responsible for escalating to Tier 2 agents, as needed, as part of the triage process.

Education & Experience:

Responsibilities & Essential Functions:

• Primary phone and email queue coverage and initial customer contacts, creation of new cases, case triage and basic troubleshooting.
• Primary responsibility for initial ticket creation and documentation.
• May work with customers on hardware, software and network issues beyond basic triage, with guidance from higher level agents.
• Seek guidance and insight from Tier 1 Sr. Agents as needed. Escalate to Tier 2 agents, as needed, as part of the triage process.
• Follow company standards and procedures.
• Provide technical support for company deployment staff while they are out in the field. They may seek assistance from higher level agents real time to facilitate a quick response.
• Provide advice and knowledge to support team for network troubleshooting at customer sites, with guidance from higher level agents as necessary.
• Respond to basic queries and effectively resolve basic technical issues over the phone.
• Document customer data in client database.
• Respond to email messages for customers seeking help.
• Ask questions, formulate actions, and effectively communicate with customers to determine nature of problem.
• Guide customers through problem-solving processes.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wireless Networks, Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Thrive in a Customer Care team environment which creates an excellent customer experience.

Competencies & Work Style:

• Customer/Client Focused.
• Strong in Written and Verbal Professional Communication.
• Organized.
• Ethical.
• Strong in Problem Analysis.

Supervisory Requirements

• None

Work Environment & Physical Demands:

• A flexible schedule- ability to work various assigned shifts and cover some holidays as needed.
• Must be able to sit for much of the workday with periodic walking and/or standing.
• Must be able to work in a home/office environment.
• This position is full-time.

Benefits & Perks

• AvaSure sponsored Medical, Dental & Vision
• Safe Harbor 401K with Employer Matching up to 4%
• HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
• Flexible Time Off Plan & Paid Holidays
• Parental Leave
• Generous Tuition Assistance & Continuing Education Reimbursement available
• Employee Referral Bonus

Why AvaSure?

As the pioneer and expert in inpatient telehealth, AvaSure has provided safer environments for over 1 million patients, with over 50 million live monitoring hours. By continuing to reduce adverse events, and by optimizing workforce efficiencies for the nation's top health systems, AvaSure has consistently lowered the cost of care while providing safer, more efficient healthcare for everyone.​

Diversity creates a healthier work environment: AvaSure is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.