- Receive incoming calls from the Client and provide first level support.
- Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards.
- Document each call verifying customer information and including all troubleshooting steps.
- Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
- Attend training sessions as required.
- Participate in team projects that enhance the quality or efficiency of Service Desk delivery.
- Assist in special product-related issues as needed developing business and technical writing skills.
- Knowledge of Citrix and VPN. Experience in healthcare information technology is an advantage.
Knowledge, Skills, and Abilities (KSAs)
- Basic typing skills Strong listening, verbal, and written communication skills.
- Well-developed organizational, communications, and time management skills.
- A strong business maturity and professionalism is essential.
- Ability to troubleshoot, analyze and resolve customer concerns.
- Ability to work independently as well as part of a team.
Required Background Experiences
- Experience resolving escalated customer and vendor issues.
Job Type: Full-time
Schedule:
Education:
- High school or equivalent (Preferred)
Work Remotely: