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End User Support Specialist

2 months ago

Nashville, United States Medasource Full time

Position: End User Support Specialist

Location: Nashville, TN (hybrid)

Duration: 6-month contract with possibility of extension

Start Date: Aug 1st


Job Description:

  • This specialist provides first level of support to at home colleagues who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other teams to understand specific support needs for applications and systems.


Qualifications:

  • Bachelor's degree preferred
  • 1 year customer service experience
  • Strong written and verbal communication abilities.


Responsibilities:

  • Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other at Home teams to understand specific support needs for applications and systems.
  • Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.
  • Investigates problem, determines cause and takes action necessary to resolve the issue and verifies resolution.
  • Processes service management catalog requests that include, but not limited to, Physician and Facility entry, Mobile Device Orders and other clinical application requests.
  • Adapts to process and procedure changes as communicated to promote a world class support organization.
  • Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
  • Stays informed about specific application and system changes that are being made at Home by working with appropriate application and technology teams.
  • Encourages teamwork through cooperative interactions with co-workers.


In this role you will learn these systems:

HomeCare HomeBase (Clinical Application)

ServiceNow (Ticketing System)

Tangoe (Mobile Device Application)