MISE Support Center Technician

2 weeks ago

Titusville, NJ, United States Diverse Lynx Full time
MISE (Medical Information Scientific Exchange) Support Center Technician

Titusville, NJ - Hybrid

Top Skills Required :
1. Customer Service
2. Software Troubleshooting
3. Hardware Troubleshooting

JD :
Responsible for providing excellent customer service while analyzing, troubleshooting and attempting to resolve issues on first contact. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

1. Serve as a single point of contact for all IT related issues, queries and service requests, either over the phone, email, chat or using other customer provided channel, be prepared to switch those methods throughout the day.
2. Provide technical assistance and support for issues related to computer systems, software, applications, network, hardware etc.,
3. Log all incidents and service requests handled, classify, prioritize incidents, maintain and update relevant records as per the set process.
4. Attempt to achieve highest level of first call / contact / level resolution.
5. Follow procedures to escalate issues to another group or team and follow-up
6. Thoroughly document case notes, share knowledge, train and educate customers, and resolve incidents, and fulfill requests as quickly as possible.
7. Refer to internal database or customer provided resources to provide accurate technical solutions
8. Maintain balanced score card by achieving service level targets, and performance goals.
9. Advise and enable users of self-help and service options to avoid repeat calls to service desk
10. Other duties may be assigned

Years of Experience: 4.00 Years of Experience

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

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