Senior, Service Desk (IT)

DaVita Kidney Care

1d•$21 - $28

About The Position

We need the Teammate in this position to solve support incidents in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize downtime for DaVita teammates, partners, and customers. This is an IT contact center support role that includes supporting customers through various channels such as phone, chat and tickets submitted via our customer portal. The Teammate in this position will assist Teammates in Service Desk Professional & Specialist positions in the form of assisting them on first level contacts, as well as through one-on-one coaching on an as needed basis. The Senior Teammate will also act as a point of informal leadership and issue escalation for Service Desk Professional & Specialist Teammates in the absence of a Supervisor. The Senior Teammate may be asked to represent the Service Excellence Contact Center on meetings with other Teams (i.e. Change Management and Major Incident calls). Using advanced Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support issues · Using tools and expertise, apply the appropriate solution to address the issue and resolve the majority of incidents encountered at first contact, in a timely manner · Provide maximum customer service and issue ownership · Participate in a rotating on call and Saturday coverage schedule · Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices · When necessary, escalate incidents to the appropriate next level support team · Communicate with customers, providing status updates and follow-up to ensure satisfaction · Coaching/Mentoring teammates: Mentoring for any performance concerns on an as needed basis with Supervisor involvement. · Assist in training new hires Monitoring of team group chat spaces and email to identify support opportunities · Wallboard Monitoring assistance – Monitoring our CMS software to assess incoming call volume and take action accordingly · Notify Supervisors, identify trends, help teammates on longer calls to decrease handle time · Point person to handle incoming issues from a high priority source (teammate emails Supervisors or other high-level team/teammate for help) · KnowledgeBase Review. Working with the Knowledge Management team to review and edit articles as Needed · Complete additional tasks and projects as assigned by Service Desk leadership What We’ll Provide: More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings. Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning. At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic. This position will be open for a minimum of three days. The Wage Range for the role is $20.50 - $28.00 per hour. If a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position. New York Exempt: New York City and Long Island: $64,350.00/year, Nassau, Suffolk, and Westchester counties: $64,350.00/year, Remainder of New York state: $60,405.80/year New York Non-exempt: New York City and Long Island: $16.50/hour, Nassau, Suffolk, and Westchester counties: $16.50/hour, Remainder of New York state: $15.50/hour Washington Exempt: $77,968.80/year Washington Non-exempt: Bellingham: $17.66/hour, Burien: $21.16/hour, Unincorporated King County: $20.29/hour, Renton: $20.90/hour, Seattle: $20.76/hour, Tukwila: $21.10/hour, Remainder of Washington state: $16.66/hour For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information. DaVita (NYSE: DVA) is a comprehensive kidney care provider focused on transforming care to improve the quality of life for patients globally. The company is a leading provider of kidney care services in the U.S. and has been a leader in clinical quality and innovation for more than 20 years. DaVita is working to help increase equitable access to care for patients at every stage and setting along their kidney health journey—from slowing progression of kidney disease to streamlining the transplant process, from acute hospital care to dialysis at home. As of March 31, 2022, DaVita served 200,800 patients at 2,809 outpatient dialysis centers in the U.S. The company operated an additional 346 outpatient dialysis centers in 11 other countries worldwide. DaVita has reduced hospitalizations, improved mortality and worked collaboratively to help propel the kidney care community to adopt an equitable, high-quality standard of care for patients around the globe. To learn more about what it means to be a part of our Village, visit Careers.DaVita.com. DaVita is an equal opportunity employer- Male/Female/Veterans/Disabled. To learn more about what this means click here. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

Responsibilities

Solve support incidents in a timely manner
Document known issues and solutions
Work with project teams to gather product and process knowledge
Escalate (when necessary) to minimize downtime for DaVita teammates, partners, and customers
Assist Teammates in Service Desk Professional & Specialist positions in the form of assisting them on first level contacts, as well as through one-on-one coaching on an as needed basis
Act as a point of informal leadership and issue escalation for Service Desk Professional & Specialist Teammates in the absence of a Supervisor
Represent the Service Excellence Contact Center on meetings with other Teams (i.e. Change Management and Major Incident calls)
Using advanced Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support issues
Using tools and expertise, apply the appropriate solution to address the issue and resolve the majority of incidents encountered at first contact, in a timely manner
Provide maximum customer service and issue ownership
Participate in a rotating on call and Saturday coverage schedule
Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
When necessary, escalate incidents to the appropriate next level support team
Communicate with customers, providing status updates and follow-up to ensure satisfaction
Coaching/Mentoring teammates: Mentoring for any performance concerns on an as needed basis with Supervisor involvement.
Assist in training new hires Monitoring of team group chat spaces and email to identify support opportunities
Wallboard Monitoring assistance – Monitoring our CMS software to assess incoming call volume and take action accordingly
Notify Supervisors, identify trends, help teammates on longer calls to decrease handle time
Point person to handle incoming issues from a high priority source (teammate emails Supervisors or other high-level team/teammate for help)
KnowledgeBase Review. Working with the Knowledge Management team to review and edit articles as Needed
Complete additional tasks and projects as assigned by Service Desk leadership

Benefits

Medical
dental
vision
401(k) match
paid time off
PTO cash out
Family resources
EAP counseling sessions
access Headspace®
backup child and elder care
maternity/paternity leave
Professional development programs
on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning