Customer Service Representative

• 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:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Work Remotely:

• No