Technical Support Specialist, IS Enterprise Services
2 weeks ago
The Technical Support Specialist is tasked with delivering Tier 1 assistance to the internal clientele of Norton Healthcare. The role aims to achieve first contact resolution for various office application challenges, inquiries related to enterprise services, issues concerning NHC custom or business applications, and questions regarding security access. This position necessitates responding to clients through phone or email, striving to resolve issues by utilizing established tools and protocols. The specialist is expected to diagnose end-user problems, document all interactions promptly, and escalate matters when necessary.
Key Responsibilities
- Provide exceptional customer service and technical support to internal users.
- Utilize standard operating procedures to troubleshoot and resolve issues effectively.
- Maintain accurate records of all support interactions and resolutions.
- Collaborate with senior Service Center Analysts for guidance when required.
- Consistently meet or surpass service performance metrics established by leadership.
Qualifications
Essential:
- Minimum of one year experience in a call center setting.
- Certification as a Support Center Analyst (HDI) to be obtained upon hire or within the first year. Credential to be maintained as per leadership requirements.
- A+ (IT Certification) to be acquired upon hire or within the first year. Credential to be maintained as per leadership requirements.
- High School Diploma or equivalent (GED).
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