Job Overview
Join our esteemed organization as a Service Desk Analyst II in a fully remote capacity, where you will play a crucial role in delivering exceptional IT support. If you possess a passion for aiding others and seek to advance your career in a fast-paced environment, this position is an excellent fit for you. Your contributions will directly impact our clients, ensuring they receive… high-quality service.
Key Responsibilities
• Customer Interaction: Engage proactively with clients to address their inquiries, concerns, and requests, delivering accurate and timely responses.
• Issue Resolution: Gather customer information, assess symptoms, and effectively diagnose issues to provide comprehensive support.
• Technical Assistance: Extend support to end-users, including remote assistance as required.
• Resource Research: Leverage available resources to identify necessary information and solutions.
• Process Adherence: Follow established protocols to ensure service consistency and quality.
• Transaction Management: Accurately log and process transactions using our tracking software.
• Clear Communication: Convey information clearly and effectively, adapting your approach based on the audience and context.
• Follow-Up: Conduct follow-up communications to ensure customer satisfaction and resolution of issues.
• System Updates: Remain knowledgeable about system updates and changes to provide current support.
• Documentation: Document troubleshooting steps and updates within our Healthy IT ticketing system.
• Escalation Procedures: Adhere to escalation protocols as outlined by management.
• Customer Service: Provide prompt and courteous service to all customers.
Required Skills
• Communication Skills: Exhibit outstanding phone etiquette, listening skills, and the ability to articulate information clearly in both verbal and written formats.
• Customer Service Knowledge: Understand the fundamental principles and practices of customer service.
• Technical Knowledge: Familiarity with medical/clinical terminology is advantageous but not essential.
• Endurance: Ability to sit for extended periods and use a headset/microphone comfortably.
• Technical Experience: Proficient in supporting software applications and troubleshooting various versions of Microsoft Windows and mobile devices (iPhone, Android, Windows Mobile).
• Team Collaboration: Demonstrate the ability to work cooperatively with others and foster strong interdepartmental relationships.
• Customer Focus: Maintain a strong commitment to delivering exceptional customer service within a high-energy, fast-paced environment.
• Flexibility and Problem-Solving: Display adaptability and strong creative problem-solving skills.
Qualifications
• Experience: 1-5 years of experience in IT support is required.
• Education: A 2-year Associate’s degree in IT, Healthcare Informatics, or a related field is required.
Why Join Us?
At Our Company, We Pride Ourselves On Fostering a Supportive Work Environment That Emphasizes Opportunities For Professional Growth And Development. You Will Enjoy
• Comprehensive Benefits: A package that includes a 401(k) with matching, health and dental insurance, health savings accounts, life insurance, paid time off, a referral program, and vision insurance.
• Work Schedule: A day shift that allows for a balanced work-life experience.
Apply Today!
If you are eager to contribute your expertise to a team that values your dedication and skills, we encourage you to apply now. Become part of an organization committed to excellence and making a meaningful impact!
Employment Type: Full-Time
