IT Customer Support Technician - Phoenix, United States - TriWest Healthcare Alliance

TriWest Healthcare Alliance

Verified Company

Phoenix, United States

1 day ago

Posted by:

Mark Lane

beBee recruiter

Description

Profile:

Veterans, Reservists, Guardsmen and military family members are encouraged to apply

We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TX, UT, VA/DC, *WA, WI & WY only)

Job Summary

Education & Experience

Required:

High school diploma or G.E.D
2+ years of customer support experience in a high volume call center environment
Demonstrated knowledge of Microsoft desktop operating systems, basic computer networking, web browser technologies, enduser system threat profiles, and basic network security
Experience providing technical instruction to nontechnical customers (internal or external)

Preferred:

Associates Degree in Business, Computer Science, Engineering, or related field
Experience using a CRM or similar ticketing system
3+ years of technical experience

Key Responsibilities

Provides outstanding customer service to both internal and external user communities, maintaining a positive and proactive demeanor, exhibiting expertise and empathy, and assisting users in resolving reported issues. Interface in a proactive and empathetic manner with internal and external customers who in some cases may be frustrated due to a real or perceived technical issue.
Identifies patterns of issues that indicate more significant system issues, and follows the documented escalation procedures in a timely manner.
Provides targeted training or instruction when applicable to assist in resolution of ongoing user challenges or for new implementations.
Executes routine tasks and accepts and resolves escalated support issues from end users.
Receive inbound calls, document, and resolve issues via incident tracking software (75% of the time).
Work on and resolve open work order via incident tracking software (20% of the time).
Supports other technical support activities as needed (5% of the time).
Collaborates with users, vendors, and other TriWest technical staff on problem identification, isolation, and resolution.
Provide formal or informal knowledge sharing regarding the use of new and existing technologies and processes.
Works in a highly secure environment and follows strict security standards and policies during the support of internal and external customer groups.
Performs other duties as assigned.

Competencies

Coaching / Training / Mentoring:
Actively foster actions required for desired business outcomes through ongoing constructive feedback.

Communication / People Skills:
Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Coping / Flexibility:

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach.

Independent Thinking / Self-Initiative:

Critical thinker with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Multi-Tasking / Time Management:
Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Problem Solving / Analysis:
Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player:
Ability to actively develop and maintain professional relationships with peers and members of related teams. Collaborate actively by both seeking assistance where necessary and offering assistance when able.

Technical Skills:

General knowledge of technology impact on business outcomes; general knowledge of Microsoft server principles and support, data communication architectures, design, and support; general ability to analyze, define, and quickly identify technical problems with systems; ability to communicate clearly with non-technical users; current knowledge of personal computers and Internet technologies; familiarity with monitoring, performance analysis, management, software and hardware equipment to troubleshoot, isolate problems, gauge desktop performance, and trace data and protocol activity; advanced knowledge of personal computers, relevant technologies; ability to provide concise directions and instructions over the telephone and face-to-face (ability to converse in both technical and non-technical language).

Working Conditions

Working Conditions:

Availability to work nonstandard hours, as needed
Works within a standard office environment
Spends extended time on the phone working in a call center environment

Company Overview:

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.
Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team We're On a Mission to Serve
Our job is to make sure that