[Hiring] Clinical Service Desk Agent I @Nordic Healthcare Group (NHG)

Role Description

The Clinical Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. The agent responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. The agent provides effective and timely resolution of users’ problems, queries, or complaints. The agent assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

The Clinical Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Utilize excellent customer service skills and exceed customers’ expectations.

Key Responsibilities

• Providing a high level of professionalism and customer service
• Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
• Taking end user calls regarding questions or issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Walking end user through problem solving or workflow process
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Quickly identify and escalate high-priority issues to appropriate team
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• Maintaining and expanding knowledge of help desk procedures and services
• Making good faith effort at resolving more complex ends user issues
• Collaborating and interfacing with all members of the Service Desk
• Working efficiently and reliably in unsupervised and varying environments
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Attending and participating in team meetings
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Qualifications

• 2+ years customer service experience required
• 1 + years’ experience working in a call center required
• Basic understanding of Healthcare Terminology and Basic IT competencies required
• EHR knowledge and/or experience, preferred
• Excellent customer service and communication skills, written and verbal
• Ability to maintain calm and professional composure in stressful environments
• Proficient in English to support our clients’ needs. Spanish is a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Ability to work nights and weekends, depending on assigned shift
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims

Additional Details

• Ability to travel up to 5% of the time