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Form of workJob Description
MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC
Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.
ESSENTIAL RESPONSIBILITIES
Interact with customers to provide and process information in response to inquiries, concerns, and requests
Gather customer's information and determine the issue by evaluating and analyzing the symptoms
Deliver service and support to end-users, including via remote connection or over the Internet
Research required information using available resources
Follow standard processes and procedures
Accurately process and record call transactions using a computer and designated tracking software
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and update
Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system
Follows proper escalation procedures as defined by management
Ensure customers receive prompt, accurate and courteous service
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
Proper phone etiquette and effective listening skills
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
Knowledge of customer service principles and practices
Medical/clinical terminology is preferred, but not required
Must be able to sit for long periods of time
Position requires use of headset/microphone
Experience supporting software computer applications and equipment from a helpdesk environment
Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Experience with mobile device support (iPhone, Android, Windows Mobile)
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
Need to be flexible, adaptable, and possess creative problem-solving skills
5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.
Additional
Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)
About HCTec:
HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.
Award-winning best-in-KLAS managed services assists with routine IT needs such as Service Desk, patient portal support, EHR application support, desktop/server/network management and IT security.
HCTEC KEYS TO SUCCESS- Four Geographically Diverse / Redundant Service Centers
- Domestic Operations
- Exclusively Healthcare Provider Focused
- Best-in-KLAS Managed Services
- CHIME Collaboration Award Winner
- SLA Backed Outcomes
- 45+ States with HCTec Support Presence
HCTec's solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner's IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.
We look forward to hearing how your skills line up with our mission!
