It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Qualifications:
• High School diploma or GED
• Minimum of 1 - 3 years' customer service experience, preferably in the technical field
• 1 - 2 years of advanced education/training in technical field and/or 1 year technical experience preferred
• Experience with hardware and software issues
• Outstanding customer service skills and a dedication to the customer service experience
• Excellent communication (written, verbal, and presentation), interpersonal and organizational, skills
• Computer proficiency in Microsoft Office
• Dependable to be at work during assigned shifts and to complete work as expected
• Mobile Driver - Valid driver's license and automobile insurance per Company policy
• Ability to travel to off-site locations
• Able to work independently and efficiently to meet deadlines
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues
• Able to promptly answer support related emails, phone calls and other electronic communications
• Self-motivated and detail-oriented
Competencies:
• Satisfactorily complete competency requirements for this position.
Responsibilities of all employees:
• Represent the Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe the Company's health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.
Responsibilities:
• Uses internal call handling procedures and ticketing system for management of issue resolution data.
o responds to requests for technical assistance via phone, electronically or in-person
o diagnoses and resolves technical hardware and software issues
o researches questions using available information resources
o advises users on appropriate action
o follows standard help desk procedures
o logs all help desk interactions in detail
o redirects problems to appropriate resources
o identifies and escalate situations requiring urgent attention immediately
• Ensures service levels are met with regard to handling calls or other requests.
• Assists in production of system training which includes user manual preparation and distribution.
• Assists in CIT training as part of Company's orientation for all new employees.
• Assists in the maintenance of various software applications.
• Assists in various aspects of network administration as assigned.
• Assists CIT management in development and maintenance of policies and procedures relating to CIT system.
• Assists with creation and maintenance of procedure checklists.
• Remains current with system information, changes and updates.
• Performs other duties as assigned.
$Competitive per HOUR Employment Type: Full-Time