IT Help Desk Agent

Summary

Join Highspring's Healthcare IT Services team as a Level 1 Call Center Agent, providing exceptional 24x7 support to customers. You will handle ticket escalations, accurately process call transactions, and assist with last-minute coverage. This role requires strong customer service and communication skills, along with the ability to troubleshoot technical issues and maintain positive working relationships. The ideal candidate possesses 1-2 years of experience in IT or call centers, an associate's degree or equivalent, and proficiency in various technical areas. Highspring offers a dynamic, entrepreneurial culture with opportunities for growth and career 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

• Medical/clinical terminology is preferred, but not required
• 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