Is Customer Service Technician - Annapolis, United States - Luminis Health

Luminis Health

Verified Company

Annapolis, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Luminis Health Shared Services

Title:
IS Customer Service Technician

Department:
IS Support Center

Reports To:
Junior Manager - Enterprise Technology Call Center Operations

Cost Center/Job Code:

FLSA Status:
Non-exempt

Position Objective:

Provides level 1 technical support for end users in a primarily Windows Operating System environment via answering phone calls in a Call Center and triaging tickets in the help desk ticketing system.

Essential Job Duties:

Provides phone support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
Ensures creation of Access request tickets and escalation to appropriate group(s).
Monitors various systems for alarms and takes appropriate action when notified.
Provide written documentation and feedback to support internal knowledge base.
Assists users in identifying hardware/software needs and advises of current options.
Works with level 2/3 staff and outside vendors to ensure completion of software/ hardware and system issues.
Revises and maintains documentation of operating procedures as instructed by Manager, Help Desk.
Advises users on proper PC, internet and network procedures.
Displays strong troubleshooting skills while maintaining a high level of customer service when dealing with end users.

Educational/Experience Requirements:

A minimum of 1 year is required in a customer/patient facing role but does not have to be in the technology field.
Must have excellent communications skills, both written and oral, an upbeat/friendly attitude and personality, and exceptional customer service skills as most end user issues will be resolved over the phone.
Ability to manage multiple tasks as well as to work individually or as a member of a team.

Required License/Certifications:

CompTIA A+ preferred but not required.

Knowledge, Skills, Abilities:

Comprehensive knowledge of microcomputer equipment, software, and networks.
Excellent interpersonal, communication, and customer service skills.
Strong time management skills.
Ability to manage multiple priorities.
Detailoriented

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will or will not be exposed to blood-borne pathogens.

Physical Demands - Medium Duty - Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

The above job description is an overview of the functions and requirements for this position.

This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.