Concentra Solutions Specialist I

Concentra • Addison, TX

1d • Hybrid

About The Position

Concentra is the nation’s leading occupational health care company with over 40 years of experience dedicated to improving the health of America’s workforce. The Support Specialist I answers calls, chats, self-service tickets, and emails from Concentra colleagues to provide first-level assessment, support, and resolution of hardware, software, and workflow issues with quality customer service. This role requires an experienced and knowledgeable Information Technology professional with experience in troubleshooting, installing, supporting, and maintaining hardware, software, access, and workflow issues. When unable to resolve during the initial contact, the specialist documents issues to be transitioned to the next tier of support with escalation as appropriate. The role utilizes excellent customer service skills to exceed end-user expectations and demonstrates the ability and willingness to work a varying shift schedule, including overnight shifts, weekends, and holidays, in support of our 24x7x365 Solution Center.

Requirements

• High School Diploma or GED
• 2+ years customer service experience
• 1+ years of proven performance in a call center or IT support (i.e., desktop support/field services, Geek Squad, etc.)
• 1+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
• 1+ years’ experience troubleshooting Microsoft Windows operating systems.
• 1+ years’ experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
• 1+ years’ experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
• 1+ years’ experience troubleshooting software issues (i.e., Citrix, Active Directory, healthcare applications, etc.) including enterprise applications and healthcare systems.
• 1+ years’ experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
• 1+ years’ experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.).
• Training and/or working knowledge to troubleshoot mobile devices (phones and tablets) on Android and iOS.
• Highly organized with a demonstrated ability to prioritize work in a dynamic and fast-paced environment.
• Excellent customer service and communication skills (written and verbal).
• Ability to maintain calm and professional composure in stressful environments.
• Must enjoy working with technology and be able to learn new hardware/software/technical processes quickly.
• Ability to apply problem-solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.
• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies.
• Strong interpersonal and communication skills a must
• Ability to effectively multi-task and adapt to changing business priorities
• Ability to work with minimal direction
• Must possess a personal sense of urgency
• Excellent time management and organizational skills are required
• Excellent listening skills and attention to detail
• Ability to think outside the box
• Flexible in schedule to work nights, weekends, and/or holidays depending on assigned shift.

Nice To Haves

• Experience in lieu of required education is acceptable.

Responsibilities

• Troubleshoot and resolve technical issues for Concentra colleagues related to hardware (laptop, desktop, printer, kiosk, Android, iOS, etc.), software (Windows, Active directory, O365, Microsoft Office, Citrix, MFA, healthcare applications, etc.), access (password reset, account unlock, security role verification, etc.), network/VPN connectivity, and workflow issues using approved tools and documented procedures.
• Analyze end-user issues through qualifying and probing questions via phone or chat using remote-control tools (Bomgar, Zoom, etc.) to view a caller’s screen to pinpoint root cause with a goal of First Contact Resolution (FCR) in accordance with documentation standards.
• Partner with end-users by guiding them through problem-solving or workflow training processes.
• Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket, including creation, updates, and closure of tickets assigned.
• Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service on each contact.
• Maintain calm and professional composure in high-pressure situations while maintaining productivity and service levels.
• Maintain established goals regarding call and ticket quality, ticket documentation standards, and ticket update frequency throughout the lifecycle of a ticket.
• Identify and escalate critical and urgent incidents following escalation protocols.
• Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.
• Contribute to the development and maintenance of the knowledgebase and Solution Center procedures to promote continuous improvement and increased First Contact Resolution (FCR).
• Collaborate and interface with all members of the Solution Center as a supportive team player.
• Work efficiently and reliably in unsupervised and varying environments.
• Attend and participate in team meetings.
• Proactively review team and corporate communications issued via email, Zoom, or other communication methods.
• Adhere to policies and procedures such as HIPAA and Concentra security policies to protect data integrity.
• Complete assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested.
• Support the mission and direction of Concentra, both within the Information Services department and throughout the corporation, assist and collaborate with other colleagues, while promoting a positive workplace.

Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED