IT Help Desk Agent

Summary

Join Highspring's Healthcare IT Services team as a Level 1 Call Center Agent, providing exceptional 24/7 support to customers. You will handle ticket escalations, process call transactions, and deliver remote support. Success requires strong customer service and communication skills, along with technical proficiency. The role demands effective problem-solving and collaboration within a fast-paced environment. A minimum of 1-2 years of experience in IT or call centers is preferred, along with an associate's degree or equivalent. Highspring offers a dynamic work culture with opportunities for growth and advancement.

Requirements

• 1-2 years of experience in the Information Technology and/or Call Center field preferred
• 2-year Associates degree or equivalent experience is desired
• Proper phone etiquette and effective listening skills
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
• Knowledge of customer service principles and practices (ITIL training a plus)
• Must be able to sit for long periods of time
• Experience supporting software computer applications and equipment from a remote helpdesk environment
• Experience with mobile device support (iPhone and Android)
• Must be a team player and build good working relationships across all functions of the company
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
• Need to be flexible, adaptable, and possess creative problem-solving skills

Responsibilities

• Support customers from our 24x7 call center
• Provide exceptional call center support
• Ticket/Issue Escalations for assigned call center
• Accurately process and record call transactions using a computer and designated tracking software
• Assist with last minute coverage needs
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Follow up and make scheduled call backs to customers where necessary
• Stay current with email, team chats, system information, changes, and updates
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

Preferred Qualifications

• Listening Skills: Attentively listens to understand and interpret what is being said
• Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions
• Marketing : Interprets, delivers, and communicates value to appropriate target audience
• Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others
• Written Communication: Develops written communication that is clear, concise, grammatical, and influential
• Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation
• Leadership: Self -directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical
• Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection
• Social Confidence: Exhibits self-confidence in social settings and when dealing with others
• Medical/clinical terminology