POSITION SUMMARY:
The Service Desk Analyst II is responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. In addition, this role will be responsible for technical support to patients, physicians, and hospital staff for related hospital applications through a variety of support channels. Customer Service and communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments.
ESSENTIAL FUNCTIONS:
To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.
- Take phone calls as directed/needed for client SLA's
- 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 updates
- Identifies troubleshooting techniques/steps; Document 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
- Other duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skills and/or abilities required.
Education:
- High School Diploma, GED, or equivalent required; completion of two-year community college/vocational/technical school in a relevant field preferred
Experience:
- Customer service support experience in a call center environment via multiple channels (phone/chat/email) or technical support and/or troubleshooting experience
Certifications & Licenses:
- Current valid State Drivers' License
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