Technical Support Specialist I

9 hours ago

Ann Arbor, Michigan, United States MiHIN Full time
Technical Support Specialist I

At MiHIN, we are seeking a highly skilled Technical Support Specialist I to join our Application Support Department. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our customers.

Key Responsibilities:
  • Coordinate internal and external communications to troubleshoot help desk tickets at the tier 1 support level
  • Walk customers through basic tier 1 support issues leading to resolution
  • Manage all help desk tickets to ensure resolution and proper follow-through
  • Properly handle and route internal and external help desk ticket requests
  • Provide ongoing education and consultation to participating organizations
  • Ensure timely and effective execution of all assignments, including following through on all requests in a timely manner to meet every SLA requirement
  • Help monitor, research, and correct documentation by interacting with other MiHIN departments to assist with ideas and process planning
  • Properly escalate unresolved internal or external ticket requests to the next level of support
  • Follow team documentation, knowledge articles, and processes to ensure established best practices are followed consistently
  • Identify incidents and escalate appropriately to MiHIN Incident Manager or MiHIN Technical Services and Support Specialist for clarification
  • Advise customers of the impact of decisions related to customer technology and product offerings
  • Respond to requests from users for new or modified systems and generate technology-based solutions
  • Conduct solution center password resets
  • Provide phone support for core applications such as VIPR, Bridge Referrals, Inbox, Direct, Health Connect, Health Share, Office 365, Microsoft Office, for internal and external users
  • Perform other duties as assigned by management
  • Ensure that information MiHIN produces, maintains, stores, or transmits remains secure through adherence to MiHIN's Security Policies and Procedures
Requirements:
  • Clear and concise verbal and written communication skills
  • Proficiency in MS Office Suite
  • Good interpersonal, customer service, and telephone skills
  • Entry-level analytical and organizational skills
  • Self-starter, resourceful (independently seeks and finds resources, information, knowledge, and/or tools to complete tasks as needed)
  • Ability to learn to operate new office technologies as they are developed and implemented
  • Ability to pay attention to detail
  • Ability to work independently and collaboratively as a team member
  • Works well under pressure
  • Knowledge of HIPAA regulations to secure health information messages
Preferred Qualifications:
  • Associate degree in Technology, Business Administration, Finance, Health Administration, or related field
  • Demonstrated project and work planning experience
  • Experience or knowledge of health information technology, including, but not limited to, electronic health records (EHRs), patient care flow, and hospital computer systems
  • Knowledge in Salesforce or Customer Resource Management software
  • Proficient in analysis, testing, and debugging experience
  • Experience in writing detailed process flows
  • Experience or knowledge of health information technology, including, but not limited to, electronic health records (EHRs), patient care flow, and hospital computer systems
  • Knowledge in Salesforce or Customer Resource Management software
  • Demonstrated project and work planning experience
  • Demonstrated knowledge and ability to adhere to written service level agreements
Direct Reports:

May supervise an intern

At MiHIN, we are an Equal Opportunity Employer who recognizes that our diversity is our greatest strength. We draw on the differences in who we are, what we've experienced, and how we think to best serve our stakeholders and our communities. Because our family of companies serve everyone, we believe in including everyone. This means we strive to hire qualified employees that are diverse in thinking and in race, gender, gender identity and/or gender expression, age, religion or belief, sexual orientation, physical, mental, or sensory disability, citizenship, family or partnership status, socio-economic upbringing, and more. We believe diversity and inclusion among our teammates is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

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