Support Specialist I - Addison, United States - Concentra Career Choice
Description
Overview:
Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process.
From our Dallas corporate headquarters to our clinics and worksite
locations, Concentra colleagues remain focused on our driving purpose:
to provide superb patient and employer experience by delivering the
highest quality healthcare in an efficient, affordable, caring manner. We
do this by putting all customers (internal and external) first and by
displaying:
o A healing focus
o A selfless heart
o A tireless resolve
POSITION SUMMARY
The Support Specialist I provides first level assessment, support, and
resolutions. This position is responsible for delivering quality customer
service and handling daily support requests for our colleagues received
via phone calls, chat, or self-service incidents. Additionally, the Support Specialist escalates any unresolved
issues to ensure a timely resolution.
THE DETAILS
Collect appropriate and accurate information while handling support incidents, including logging,
follow up, updating and closing of incidents, tasks or chats assigned. Escalate unresolved incidents
as needed
Maintain established goals set surrounding availability surrounding contacts and quality of
documentation surrounding the life cycle of a support incident
Utilize and contribute feedback to support Knowledgebase
Support the mission and direction of Concentra, both within the Information Services department
and throughout the corporation, assist and collaborate with other colleagues, while promoting a
positive workplace.
Utilize and contribute feedback to support Knowledgebase
Monitor and report on any security violations related to the unwarranted access to corporate data
This job description is not designed to cover or contain a comprehensive listing of activities, duties
or responsibilities that are required of the employee for this job. Duties, responsibilities, and
activities may change at any time with or without notice
SCOPE MEASURES
Direct reports: No
Indirect reports: No
Budget responsibility: No
EDUCATION/CREDENTIALS
High School Diploma required; College Degree preferred
In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of
work experience and vice versa
JOB-RELATED EXPERIENCE
Customarily has at least 6 months of large-scale multi-site IS operations experience
PC Hardware and peripheral experience preferred
Knowledge of Microsoft productivity applications preferred
Knowledge of browser-based technology a plus
Understanding of operating systems such as Windows and OS X/iOS a plus
JOB-RELATED SKILLS/COMPETENCIES
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency,
Initiative and Flexibility
Outstanding customer service skills as well as the ability to deal with people in a manner which
shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI)
in accordance with federal and state laws and company policies
Strong interpersonal and communication skills a must
Effective communication skills. Ability to read, write, and speak in a professional manner
Excellent analytical and problem-solving skills are essential
Ability to effectively multi-task and adapt to changing business priorities
Ability to work with minimal direction
Must possess a personal sense of urgency
Excellent time management and organizational skills are required
Excellent listening skills and attention to detail
Ability to think outside the box