Technical Support Service Desk Associate-Healthcare-Remote

NTT DATA; Vancouver; Remote; CAD 50,000 - 60,000; Full time

Job summary

A global technology services provider is seeking a Technical Support Service Desk Associate in Vancouver. This role involves providing customer support in a 24/7 environment, responding to various technical issues, and requires shift flexibility. Ideal candidates should have customer service experience, strong communication skills, and a high school diploma. The position offers a comprehensive benefits package from day one.

Benefits

Comprehensive benefits package

Qualifications

• 1 to 3 years of customer service experience, preferably in a contact center or healthcare.
• Strong ability to convey complex concepts clearly.
• Exceptional organizational skills with attention to detail.

Responsibilities

• Provide comprehensive technical support to healthcare customers.
• Respond promptly to incoming contacts and achieve high-resolution rates.
• Escalate complex issues to appropriate teams.

Skills

Problem-solving

Communication skills

Attention to detail

Customer service

Education

High school diploma or equivalent

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are seeking a Technical Support Service Desk Associate to join our healthcare team and provide exceptional support to our customers. This role involves providing comprehensive support technical assistance to our healthcare customers. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes.

All candidates must demonstrate shift flexibility. This includes weekend, and holiday work as required. Schedule adjustments may be made based on client and business needs or training requirements. Additionally, overtime may be required depending on business demands.

Day to Day Job Duties:

This position will be a part of our Technical Support Service Desk. The support is for all contact types including phone, email, chat, and self-service. This is a call center environment in which we support our customers 24x7x365. Agents will engage in on-going training and development to prepare them for next-level support and promotional advancement.

• All candidates will have to be shift flexible. Shift work is required including weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.
• Respond promptly to all incoming contacts. These contacts may include, but are not limited to, workflow issues, application errors, access problems, and functionality concerns. Achieve a high-resolution rate with over 90% of issues being resolvable at first contact.
• Provide professional and high-quality customer service to our customers through adherence to scripts, workflows and compliance with corporate policies and procedures.
• Escalate complex technical and application issues to the appropriate teams when necessary.
• Identify areas for improvement in processes, products, or services. Deliver exceptional customer service to all callers by addressing their needs promptly and effectively.
• Monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail.
• Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to10-hour shift, with scheduled breaks.
• Maintain a quiet, private workspace equipped with high-speed, wired internet to ensure optimal performance and productivity.
• Ensure possession of a functional cell phone for manager communication and Two-Factor Authentication to maintain security and effective communication.

Preferred Qualification:

• 1 to 3 years of customer service experience, preferably within a contact center or healthcare setting.
• 1 to 3 years of experience in customer problem analysis and resolution.
• Strong ability to convey complex technical concepts in a clear and understandable manner to non-technical audiences.
• Exceptional organizational skills with a keen attention to detail.
• High school diploma or equivalent is required
• Maintain daily availability on Microsoft Teams, consistently review emails, and stay up to date with all learning materials distributed.

Nice to Have:

• Experience working in a call center environment.
• Commitment to delivering exceptional service in all interactions
• Strong communication and interpersonal skills
• Proficiency in typing and English language skills, both verbal and written
• Demonstrated ability to actively listen, assess caller needs, and take appropriate action
• Proven ability to thrive in a fast-paced environment.
• Strong bilingual skills in both written and spoken English and Spanish

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .