Service Desk Analyst II

HCTec•Winston-Salem, NC

About The Position

POSITION SUMMARY: The Service Desk Analyst II is responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. In addition, this role will be responsible for technical support to patients, physicians, and hospital staff for related hospital applications through a variety of support channels. Customer Service and communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation. Take phone calls as directed/needed for client SLA's Interact with customers to provide and process information in response to inquiries, concerns, and requests Gather customer’s information and determine the issue by evaluating and analyzing the symptoms Deliver service and support to end-users, including via remote connection or over the Internet Research required information using available resources Follow standard processes and procedures Accurately process and record call transactions using a computer and designated tracking software Organize ideas and communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers where necessary Stay current with system information, changes and updates Identifies troubleshooting techniques/steps; Document all case information and updates as information becomes available via Healthy IT ticketing system Follows proper escalation procedures as defined by management Ensure customers receive prompt, accurate and courteous service Other duties as assigned KNOWLEDGE, SKILLS, AND ABILITIES The requirements listed below are representative of the knowledge, skills and/or abilities required. Education : High School Diploma, GED, or equivalent required; completion of two-year community college/vocational/technical school in a relevant field preferred Experience : Customer service support experience in a call center environment via multiple channels (phone/chat/email) or technical support and/or troubleshooting experience Certifications & Licenses: Current valid State Drivers’ License Skills and Abilities: Proper phone etiquette and effective listening skills Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar Knowledge of customer service principles and practices Medical/clinical terminology is preferred, but not required Must be able to sit for long periods of time Position requires use of headset/microphone Experience supporting software computer applications and equipment from a helpdesk environment Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system Experience with mobile device support (iPhone, Android, Windows Mobile) Must be a team player and build good working relationships across all functions Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus Need to be flexible, adaptable, and possess creative problem-solving skills

Requirements

High School Diploma, GED, or equivalent required; completion of two-year community college/vocational/technical school in a relevant field preferred
Customer service support experience in a call center environment via multiple channels (phone/chat/email) or technical support and/or troubleshooting experience
Current valid State Drivers’ License
Proper phone etiquette and effective listening skills
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
Knowledge of customer service principles and practices
Must be able to sit for long periods of time
Position requires use of headset/microphone
Experience supporting software computer applications and equipment from a helpdesk environment
Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Experience with mobile device support (iPhone, Android, Windows Mobile)
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
Need to be flexible, adaptable, and possess creative problem-solving skills

Nice To Haves

Medical/clinical terminology is preferred, but not required

Responsibilities

Take phone calls as directed/needed for client SLA's
Interact with customers to provide and process information in response to inquiries, concerns, and requests
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Deliver service and support to end-users, including via remote connection or over the Internet
Research required information using available resources
Follow standard processes and procedures
Accurately process and record call transactions using a computer and designated tracking software
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and updates
Identifies troubleshooting techniques/steps; Document all case information and updates as information becomes available via Healthy IT ticketing system
Follows proper escalation procedures as defined by management
Ensure customers receive prompt, accurate and courteous service
Other duties as assigned