Help Desk Technician

3 weeks ago

Fort Worth, United States Amerit Consulting Full time

OVERVIEW:

Our client, a Global Fortune 50 organization and one of world’s largest distributors of Health care systems, medical supplies & Pharmaceutical products, seeks an accomplished Helpdesk Technician.


IMPORTANT NOTES:

  • This will be an onsite role.
  • Mon - Fri (8hours/day) | 08:30 AM - 05:30 PM (Central Time)
  • Work location & Type: Onsite | 13501 Park Vista Blvd, Fort Worth, TX 76177
  • Duration: 9 Months assignment with possible conversion.
  • Hybrid after training w/ some WFH days.
  • Meetings are mandatory in Fort Worth.


RESPONSIBILITIES:

  • Responsible for the remote support to users with technical problems and information technology issues experienced by Pharma Customers using McKesson Connect ordering systems.
  • Provide technical resolution that includes but is not limited to the following:
  • Identify, research, and resolves technical problems, timely response to telephone calls and Chat Support, email and personnel requests for technical support.
  • Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce
  • Escalate important or reoccurring issues causing impact to Service Levels to the department Business Analysts and Team Leads
  • Work in various inbound call queues as assigned by Workforce Management
  • Able to function independently and produce results that meet standards of quality, timeliness, and acceptability
  • Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance)
  • Special projects and other duties as assign
  • Remote Desktop Troubleshooting
  • Technical support, customer service, and software or mobile device support experience.
  • Strong customer service and troubleshooting skills
  • Ability to communicate technical information verbally to a wide range of end-users (i.e. internal employees, hospitals, VA, and retail customers)
  • Strong attention to detail, with a focus of rapport-building, listening and questioning
  • Ability to communicate technical information to both technical and nontechnical audiences


QUALIFICATIONS / REQUIREMENTS:

  • Must have completed High School Diploma minimum.
  • Must have 4-5 years of Helpdesk Technician experience within Health care or pharma Industry.
  • Must have handled Escalation & Conflict Resolution, providing Ticket/Case Management.
  • Must be proficient with MS office (Outlook, Teams, Excel, Word).


I'd love to talk to you if you think this position is right up your alley, and assure a prompt communication, whichever direction. If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you.


Recruiter Name: Jatin Rattan

Title: Senior Recruiter

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