Customer Support Technician Associate

Corewell Health • Grand Rapids, MI

14d • Onsite

About The Position

Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps customers troubleshoot and resolve first-level technical issues or gather and document information for next level support. May assist in recommending procedures and controls for problem prevention. Works in a team setting, sharing information and assisting others with calls. Essential Functions Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Digital Services (DS) contact for Corewell Health users who report technical issues. Following the appropriate processes, policies, and procedures, creates concise, timely and detailed written documentation of customer issues including troubleshooting and resolutions or escalations needed. Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Remains alert for emerging call patterns as an indicator of trends or systemic issues. Looks for opportunities to learn from more experienced Customer Support Technicians.

Requirements

• High School Diploma or equivalent
• Less than 2 years’ experience in related field
• Customer Service experience

Nice To Haves

• Associate's Degree/Technical school or equivalent
• Experience with clinical information systems and environments
• Experience working with Epic

Responsibilities

• Serves as the first point of Digital Services (DS) contact for Corewell Health users who report technical issues.
• Creates concise, timely and detailed written documentation of customer issues including troubleshooting and resolutions or escalations needed.
• Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through.
• Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues.
• Collaborates with more experienced colleagues as a team to resolve technical issues, and when needed, follows the documented processes for escalation.
• Remains alert for emerging call patterns as an indicator of trends or systemic issues.
• Looks for opportunities to learn from more experienced Customer Support Technicians.

Benefits

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

What This Job Offers

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