Technical Support Representative

2 months ago

Orlando, United States TEKsystems Full time
Job DescriptionJob Description

Duration

18

 

Duration Unit

Month(s)

 

Req Description

 

Description

This team will be providing support to end users with questions/help they need as it relates to EPIC.

Responsibilities:

Respond to end-user questions or issues regarding clinical aspects of Epic applications, such as workflow issues, application errors, user access, etc.
Receive, analyze, and process support requests submitted by end users, like master files and category list modifications, smart lists, text, note support, etc.
Create, track, close, or escalate incident tickets and related issues in a timely manner.
Understand client\'s latest configurations and changes to Epic modules.
Assist client with end-user support during EPIC go-live implementations.
Help physicians register for training
Help end users connect to network
Help users adjust training schedules

Minimum Qualifications:

Ability to communicate clearly and effectively, both written and verbal
Highly motivated and eagerness to learn
Ability to prioritize and execute in high-pressure situations
Excellent computer skills, experience answering phones, answering and escalating customer inquiries appropriately, data entry experience
A self-starter, hard worker with a “can do” attitude and a proven track record of hard work and consistency
Direct customer-service experience (6-12 months across any industry)
GED/high school diploma
Nice to haves:

Experience working within a healthcare setting, familiarity with Medical terminology or clinical workflow
Helpdesk or experience with a ticketing system

 

Job Title

technical support representative

 

Top Skills Details

1) Person must have excellent customer service skills(ability to empathize and have patience with end users)
2) At least 6-12 months of Call center experience(someone that has dealt with a fast paced call center environment with demanding customers)
3)Excellent computer skills, experience answering phones, answering and escalating customer inquiries appropriately, data entry experience

\*\*This will be a work from home position to start, however they are in talks of return to office down the road so consultants must be in Central Florida and okay with on site work if they were to announce RTO\*\*
\*\*Ideally they would like 5-7 of the 20 candidates to be fluent bilingual in spanish/english so big plus for bilingual\*\*

\*\*THIS PERSON MUST BE FLEXIBILE TO WORK ANY DAYS/HOURS. They have a wide range of shifts that this person can be put on and they do not make exceptions. After their 3rd or 4th week of training they will know what their schedule will be. If it is not a schedule they can work, unless they can switch with someone else in the training class they will be let go as they cannot make exceptions.\*\*

 

Worksite Address

Altamonte Springs,Florida,United States,32714-1518

 

Additional Information

 

Drug Test Required

false

 

Experience Level

Expert Level

 

External Communities Job Description

EPIC support analyst for a 18 month contract in Orlando

 

EVP

Experience with supporting EPIC which is a major initiative for many Healthcare organizations.
They take pride in giving people immediate recognition.
Working means you will be a difference maker and impact families.
They offer opportunity for growth, and exposure to some of the newest technologies(example: Utilizing office 365 in new ways, moving to a new outlook client, and are a Cisco HP shop)

 

Work Environment

This is a new team they are standing up specifically for EPIC support.

It is a 24/7 service desk. THIS PERSON MUST BE FLEXIBILE TO WORK ANY DAYS/HOURS. They have a wide range of shifts that this person can be put on and they do not make exceptions. Before training is over they will know what their schedule will be. If it is not a schedule they can work, unless they can switch with someone else in the training class they will be let go as they cannot make exceptions.

Training will be 1-2 weeks and that would be Mon-Friday 7:30a-4:30p. Once training is done they will move to their assigned schedule.

 

Additional Skills Tags

 

Additional Skills & Qualifications

Person must be able to type at least 25-30 words per minute. Any potential candidates will need to take 1 minute typing test at https://www.typing.com/student/tests and send us a screenshot of the results.

This person must have excellent customer service, be a self starter, and want to grow with a great company. It is important for people to understand the Advent culture as they are a faith based organization. They should not be surprised if before a meeting they say a prayer, they do not have to be religious to work there but understand that is the environment.

\*\*This will be a work from home position to start, however they are in talks of return to office down the road so consultants must be in Central Florida and okay with on site work if they were to announce RTO\*\*
\*\*Ideally they would like 5-7 of the 20 candidates to be fluent bilingual in spanish/english so big plus for bilingual\*\*

\*\*THIS PERSON MUST BE FLEXIBILE TO WORK ANY DAYS/HOURS. They have a wide range of shifts that this person can be put on and they do not make exceptions. After their 3rd or 4th week of training they will know what their schedule will be. If it is not a schedule they can work, unless they can switch with someone else in the training class they will be let go as they cannot make exceptions.\*\*

 

Business Qualification

 

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 resolved in a timely manner, it an lead to upset families and even as serious as effecting someones life.

 

Interview Information

Microsoft teams video interview with Manager and supervisor.

 

Why is Position Open?

 

Business Challenge

currently undergoing a migration of their EMR from Cerner to EPIC. They have a go live of October and will need to start providing support for internal users prior to the go live as they begin EPIC training.

 

 

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