Healthcare Technical Support Service Desk Associate- REMOTE
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About The Position
This position will be a part of our Technical Support Service Desk. The support is for all contact types including phone, email, chat, and self-service. The call center environment in which we support our customers 24x7x365 requires agents to be shift flexible. Shift work is required including weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift. Respond promptly to all incoming contacts. These contacts may include, but are not limited to: Workflow issues, Application errors, Access problems, Functionality concerns. Achieve a high-resolution rate with over 90% of issues being resolvable at first contact. Provide professional and high-quality customer service to our customers through adherence to scripts, workflows, and compliance with corporate policies and procedures. Escalate complex technical and application issues to the appropriate teams when necessary. Identify areas for improvement in processes, products, or services. Deliver exceptional customer service to all callers by addressing their needs promptly and effectively. Monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail. Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to 10-hour shift, with scheduled breaks. Maintain a quiet, private workspace equipped with high-speed, wired internet to ensure optimal performance and productivity. Ensure possession of a functional cell phone for manager communication and Two-Factor Authentication to maintain security and effective communication.
