Customer Service Analyst II (Full Time / Days)

Overlake Hospital Medical Center • Bellevue, WA

12d

About The Position

The Customer Service Analyst II specializes in Operations and supports Overlake system users on and off the Overlake Campus. The role provides knowledge and maintenance for hospital information services, including server hardware, wireless systems, and hospital applications. The analyst troubleshoots issues and escalates them to the appropriate team. The position also performs Customer Service Analyst I responsibilities, supports and mentors Customer Service Analyst I staff, and provides secondary support to an outside helpdesk vendor. Customers include physicians, staff, patients, visitors, and partners.

Requirements

• High school diploma.
• One year of prior experience with SCCM, Active Directory, and Virtual Desktop Imaging.
• Two years of prior customer service experience.
• Demonstrated ability to quickly and effectively diagnose and correct systems and user problems.
• Exceptional interpersonal skills, with a strong emphasis on customer service and the ability to deal effectively with diverse personalities across all levels of the organization.
• Excellent oral and written communication skills.

Nice To Haves

• Microsoft A+ certification.
• Healthcare experience.
• Training in customer service, phone support, Microsoft Office products, or basic IT technical issues.
• Familiarity with complex or multi-line phone systems.

Responsibilities

• Support Overlake system users on and off the Overlake Campus.
• Provide knowledge and maintenance for hospital information services, including server hardware, wireless systems, and hospital applications.
• Troubleshoot issues and escalate them to the appropriate team.
• Understand and perform Customer Service Analyst I job responsibilities.
• Support and mentor Customer Service Analyst I staff.
• Provide secondary support to the outside helpdesk vendor.
• Quickly triage systems and user problems and process them correctly.

Benefits

• Medical insurance premiums as low as $0 per month.
• Many Overlake services covered at 100%.
• Tuition reimbursement up to $10,000 per year.
• Retirement plan matching starting at 5% and increasing to 7% after five years, with immediate vesting.
• Pre-tax and Roth after-tax retirement savings plans.
• Expanded Employee Assistance Program.
• Caregiver support program for childcare, eldercare, and other needs.
• Free parking and Orca transit passes.

What This Job Offers

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