POSITION SUMMARY
The Service Desk Analyst I is primarily responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments.
ESSENTIAL FUNCTIONS
Interact with customers to provide and process information in response to inquiries, concerns, and requests
Gather 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
Accurately process and record call transactions using a computer and designated tracking software
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and update
Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system
Follows proper escalation procedures as defined by management
Ensure customers receive prompt, accurate and courteous service
KNOWLEDGE, SKILLS, AND ABILITIES Education
High school diploma is required. Associate or bachelor’s degree is highly preferred.
Certifications & Licenses
Current valid State Drivers’ License
Key Qualifications
Proper phone etiquette and effective listening skills
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
Knowledge of relevant software, computer applications and equipment
Knowledge of customer service principles and practices
Medical/clinical terminology is preferred, but not required
Must be able to sit for long periods of time
Position requires use of headset/microphone
Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Familiarity with mobile device support (iPhone, Android, Windows Mobile)
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
Need to be flexible, adaptable, and possess creative problem-solving skills
Perform other duties as assigned
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ESSENTIAL FUNCTIONS
Interact with customers to provide and process information in response to inquiries, concerns, and requests
Gather 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
Accurately process and record call transactions using a computer and designated tracking software
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and update
Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system
Follows proper escalation procedures as defined by management
Ensure customers receive prompt, accurate and courteous service
KNOWLEDGE, SKILLS, AND ABILITIES Education
High school diploma is required. Associate or bachelor’s degree is highly preferred.
Certifications & Licenses
Current valid State Drivers’ License
Key Qualifications
Proper phone etiquette and effective listening skills
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
Knowledge of relevant software, computer applications and equipment
Knowledge of customer service principles and practices
Medical/clinical terminology is preferred, but not required
Must be able to sit for long periods of time
Position requires use of headset/microphone
Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Familiarity with mobile device support (iPhone, Android, Windows Mobile)
Must be a team player and build good working relationships across all functions
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
Need to be flexible, adaptable, and possess creative problem-solving skills
Perform other duties as assigned
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