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Technical Support specialist

1 week ago

Tampa, United States TEKsystems Full time
Job DescriptionJob Description

Technical Support specialist

ONSITE Must live within Tampa Florida.

Looking for Bilingual-Spanish/English Speakers

Pay 17+/hour

 

6 Month(s)

After first week of training, candidates will switch to:
o Will be given a 40 hour work week schedule during below times(5 day 8 hour shifts)
o Candidates need to have open availability during hours of operations. Shifts will be between 8am and 8pm Mon -Fri, and 9am-6pm Saturday/Sunday

Req Description

 

Description

The Technical Support Analyst Associate within the Digital Group team provides superior technical support to end-users as it relates to the consumer and internal tools across and responds to all consumer inquiries (phone, written or electronic, and other channels) both inbound and outbound in a professional, timely, accurate and caring manner while consistently meeting all departmental guidelines. The Technical Support Analyst works to provide technical level support for the Digital Group’s consumer applications, actively resolving technical issues. Additionally, they work with the various teams across as needed to provide warm handoff of non-technical issues and/or escalate appropriate issues to the Technical Support Analyst Intermediate and Supervisor.

The role will be a mixture of handling incoming calls and making outbound calls on support tickets received.(so not cold calling). Customers/patients will reach out via web form they submit online with issue, or by calling in directly. Common calls deal with troubleshooting issues like logging into account on application, resetting password, and accessing website or application issues. If it is a more in-depth issue they\'re not able to resolve, they will escalate to engineering team for resolution.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

· Consistently responds in a professional and courteous manner to all customer inquiries across various mediums
· Properly triages and handles a diverse set of technical customer inquiries and resolves or escalates to appropriate parties/departments to ensure customer satisfaction and resolution
· Meets or exceeds all departmental customer service performance standards
· Performs skills necessary to create a high-quality customer experience, as reflected through acceptable satisfaction scores, quality monitors and customer feedback
· Creates delightful customer experiences by using appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness as well as, setting proper expectations and following up with end users to ensure issue resolution.
· Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable departmental guidelines and requirements
· Thoroughly researches issues and takes appropriate action to resolve technical issues within the established departmental service level agreements and quality standards
· Appropriately escalates trends and issues to the Technical Support Analyst Intermediate as needed
· Stays proficient on all departmental application training, product releases, customer skills, internal systems/tools and other concepts required to provide effective and timely technical support
· Assists Technical Support Analyst Intermediate as needed
· Adheres to all company and departmental processes and procedures
· Attends all department, team meetings and established 1:1’s
· Performs other duties as assigned

KNOWLEDGE AND SKILLS REQUIRED:
• Ability to deal with Ambiguity
• Compassion and ability to demonstrate responsiveness
• Demonstrated written communication skills
• Demonstrated interpersonal/verbal communication skills
• Ability to multi-task
• Demonstrated organizational skills - Intermediate
• Demonstrated time management and priority setting skills
• Ability to effectively present information and respond to questions from customers, peers and management – Intermediate
• The ability to speak using clear and professional language and answer telephone using appropriate etiquette
• Strong technical troubleshooting and problem solving skills
• Ability to act on feedback provided by showing ownership of his or her own development
• Ability to read, analyze, and interpret verbal and written instructions
• Seeks to build trust, respect and credibility with all through full, honest, consistent, and coordinated communication
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to work in a fast paced environment with changing priorities
• Ability to remain calm under pressure

KNOWLEDGE AND SKILLS PREFERRED:
· An Associate\'s Degree in a related field
· Technical Customer Support background
· 6 months of experience in a healthcare environment
· Knowledge of Clinical EHR systems
EDUCATION AND EXPERIENCE REQUIRED:
• High School or GED
• 1+ years prior experience in a Call Center or Customer Service environment

EDUCATION AND EXPERIENCE PREFERRED:
• An Associate\'s Degree in a related field
• Technical Customer Support background
• 6 months of experience in a healthcare environment
• Knowledge of Clinical EHR systems

REQUIRED COMPETENCIES
• Achieves Results - Reflects a drive to achieve and outperform, continuously looking for improvements, and accepts responsibility for actions and results
• Communication Skills - Exhibits excellent oral and written communication skills
• Critical Thinking - Methodically analyzes and evaluates business problems by defining the challenges, identifying alternatives, and making timely decisions
• Knows the Business - Understands how the business works and can identify sources of value, efficiency, and effectiveness
• Manages Quality and Risk - Understands and applies quality assurance and risk management procedures in all areas of work performed
• Problem Solving - Identifies and solves problems using data collection methods, analysis, experience, and judgment
• Service Orientation - Listens to and understands the customer, anticipates customer needs, and gives high priority to customer satisfaction
• Subject Matter Expertise - Possesses deep knowledge and specialized skill set pertaining to the job function

Shifts looking to fill:
After first week of training, candidates will switch to:
o Will be given a 40 hour work week schedule during below times(5 day 8 hour shifts)
o Candidates need to have open availability during hours of operations. Shifts will be between 8am and 8pm Mon -Fri, and 9am-6pm Saturday/Sunday
o Candidates need to have open availability for assignment of any given work schedule during the hours of operation mentioned.

 

EVP

Top Reasons To Work here
· Great benefits
· Immediate Health Insurance Coverage
· Career growth and advancement potential
· Award-winning IT Department
They take pride in giving people immediate recognition.
Working at means you will be a difference maker and impact families.

 

Work Environment

Location: Remote, computer/monitor/headset will be provided

Shifts looking to fill:
After first week of training, candidates will switch to:
o Will be given a 40 hour work week schedule during below times(5 day 8 hour shifts)
o Candidates need to have open availability during hours of operations. Shifts will be between 8am and 8pm Mon -Fri, and 9am-6pm Saturday/Sunday
o Candidates need to have open availability for assignment of any given work schedule during the hours of operation mentioned above.

There are 15 people on this team, including 2 supervisors.

 

Impact to the Internal/External Customer

Doctors and nurses use technology on a daily basis. If an issue with a piece of technology is not resoled in a timely manner, it an lead to upset families and even as serious as effecting someones life.

 

Interview Information

1 step virtual interview with the manager and a Supervisor

 

Why is Position Open?

 

Business Challenge

The Digital support team helps patients/customers with account issues or website/ app issues. Ensuring quick resolution is imperative for customer satisfaction and retention.