[Hiring] Technical Support Agent @NTT DATA Services

Role Description

We are seeking a Patient Portal and Technical Support Service Desk Associate to join our healthcare team. This role involves providing comprehensive support for patient portal applications and technical assistance to users. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes.

• All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required.
• Schedule can be changed as per client and business requirements or training needs.
• Overtime may be required depending on business requirements.

This position will be a part of our Patient Portal and Technical Support Service Desk, as an agent primarily handling inbound patient and user calls in a call center environment supporting customers 24x7x365.

• Engage in ongoing training and development for next-level support and promotional advancement.
• Respond to incoming Patient Portal and Technical Support Service Desk calls regarding workflow issues, application errors, access, and functionality.
• Provide professional and high-quality customer service through adherence to scripts, workflows, and compliance with corporate policies and procedures.
• Provide front-line technical support for all patients and users.
• Serve as the first point of contact for patients and users needing login and technical assistance.
• Escalate complex technical and application issues to the appropriate teams when necessary.
• Identify and suggest possible improvements to patient experience.
• Read text on computer screens for the duration of the shift.
• Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks.
• Ensure a quiet, private workspace with high speed, wired internet.
• Have a working cell phone for manager communication and Two-Factor Authentication.

Qualifications

• Bilingual (speaking & writing).
• 1 to 3 years of customer service experience, preferably in a contact center or medical environment.
• 1 to 3 years of experience analyzing and solving customer problems.
• Ability to communicate technical information clearly to non-technical users.
• Strong organizational skills and attention to detail.
• High school diploma or equivalent required.

Requirements

• Experience in a call center environment.
• Demonstrate a service philosophy in all interactions.
• Effective communication and interpersonal skills.
• Proficient typing and English language skills (both verbally and in writing).
• Demonstrate the ability to actively listen to callers, analyze their needs, and determine the appropriate action based on the customer's requirements.
• Exceptional ability to work optimally in a fast-paced environment.

Benefits

• Full comprehensive benefits package starting from your first day of employment.