Help Desk Specialist

3 weeks ago

Houston, United States Precision Document Solutions Full time
Job DescriptionJob Description

About the Job:

We are seeking individuals that are passionate about providing a high-quality customer service experience and have excellent listening, speaking, reading, and writing skills. You will be expected to effectively communicate via email, chat, and directly over the phone with users including executives, technicians, and front-line healthcare works alike. Qualified candidates must be fast learners and adept at reading IT service tickets.

Main Job Tasks and Responsibilities

  • Customer Service (Internal and external clients)
    • Provide first line of support for all inbound phone calls and emails
    • Maintain a high level of professionalism with clients, and conduct follow up calls to confirm resolution and to provide a positive experience.
    • Applications and peripheral device support
    • Diagnose problems and make baseline technical fixes
  • Trouble Ticket Management
    • Creation/Update/Closure of tickets in multiple ticketing systems for all phone calls/emails received
    • Ensure adherence to SLAs (mean time to respond/mean time to fix)
    • Accurate data entry and verification for both internal and external (customer-visible) platforms
    • Provide ticket updates (recording all client communications/follow-ups/closing tickets
    • Conduct all follow-up calls to confirm ticket resolution and customer satisfaction

Additional Duties

  • Additional projects/documentation given by Help Desk Manager

Key Competencies

  • Customer service orientation
  • Oral and Written communication skills
  • Planning and organizing / Attention to detail / Ability to multi-task
Company DescriptionSince 1996, Precision Document Solutions has transformed managed print through full-service fleet management specialized to the Healthcare Industry . Assuming complete management of our clients printers and supplies, we offer a collaborative model that is still unmatched by any competitors. Rather than focus on selling hardware, we provide best-in-breed custom solutions specific to each client's unique requirements to improve operational efficiency.

From our managed print success and a desire to better serve our Enterprise clientele with added products / services, we launched our own enterprise healthcare software solution in 2003 - eSolutions. Then in 2011, we took our clients from less-paper to paper-less for even greater savings. We continue to pioneer the integration of hardware and software technologies to improve patient care with streamlined administration via electronic workflows. With over 300 employees nationwide and 22+ years of industry experience, PDS provides best in class services and solutions to over 500 hospitals and 2000 clinics across the country and this number is growing rapidly.Company DescriptionSince 1996, Precision Document Solutions has transformed managed print through full-service fleet management specialized to the Healthcare Industry . Assuming complete management of our clients printers and supplies, we offer a collaborative model that is still unmatched by any competitors. Rather than focus on selling hardware, we provide best-in-breed custom solutions specific to each client's unique requirements to improve operational efficiency. \r
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From our managed print success and a desire to better serve our Enterprise clientele with added products / services, we launched our own enterprise healthcare software solution in 2003 - eSolutions. Then in 2011, we took our clients from less-paper to paper-less for even greater savings. We continue to pioneer the integration of hardware and software technologies to improve patient care with streamlined administration via electronic workflows. With over 300 employees nationwide and 22+ years of industry experience, PDS provides best in class services and solutions to over 500 hospitals and 2000 clinics across the country and this number is growing rapidly.

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