Tier 1 Help Desk Technician

StreamlineMD; Chennai; On-site; INR 300,000 - 500,000; Full time

Job summary

StreamlineMD in Chennai seeks a Help Desk Specialist to provide frontline support for practice management and electronic health records. You will act as the central contact for client users and management requests related to product implementation, software inquiries, or problem resolution.

Responsibilities include documenting issues, prioritizing calls and emails, guiding users to resolution, delivering on-call support, and ensuring deadlines are met.

Qualifications

• Associates Degree in Business, Marketing, Communications or Computer science and at least 3-5 years directly related experience or one (1) year of experience in Help Desk and/or Call Center environments.
• Demonstrates strong customer service focus and communication skills.
• Basic knowledge of computer software, database administration, and diagnosing issues for remote users.

Responsibilities

• Provides first-line support, receiving, documenting and prioritizing calls and emails from client users.
• Maintains accurate documentation in the help desk system of all user requests, repairs, and reported issues.
• Builds and maintains positive relationships with clients and internal staff to deliver high level of service.
• Provides unscheduled training to client users when needed.
• Ensures that deadlines are met.

Skills

Customer service

Relationship management

Windows OS

Remote support

Education

Associates Degree in Business, Marketing, Communications or Computer science

Job description

SUMMARY:

Under general supervision, performs help desk support for all client users of practice management and electronic health records. This position serves as a central point of contact to complete client user and management requests regarding product implementation, software inquiries, or problem resolution.

ESSENTIAL DUTIES:

CLIENT SUPPORT

• Documents methods and applies understanding of computer software to guide client users or diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution or escape to appropriate technical support.
• Provides first-line support, receiving, documenting and prioritizing calls and emails from client users.
• Completes every call by appropriately setting client expectations for issue/problem resolution time frame and notification.
• Responds to all client requests with a positive problem-solving approach, ensuring optimal service.
• Maintains accurate documentation in the help desk system of all user requests, repairs, and reported issues including cause, resolution and preventative action.
• Builds and maintains positive relationships with clients and all internal staff to deliver a high level of service.
• Provides unscheduled training to client users when needed.
• Ensures that deadlines are met.

PRACTICE CUSTOMIZATION

• Supports the sales function by adding and documenting practice-specific requests.
• Provides customization and support documentation for individual practices.
• Tests and provides written review of practice database outcomes to ensure practice specifications and standards are met.

SOFTWARE TECHNOLOGY & SECURITY

• Works with information technology staff to implement and maintain software applications.
• Identifies, analyzes, troubleshoots, resolves and documents problems with the aim of eliminating recurrences and maintaining maximum utilization of the technology.
• Assists in the development and enforcement of server security policies and procedures.
• Informs management of any recurring software issues by documenting all occurrences.

OTHER

• Meets or exceeds metrics for the position as established over time.
• May perform additional duties as required.

QUALIFICATIONS:

• The key to success in this role will be high level, polished customer and relationship management skills, and the ability to make customers feel great about their support experience.
• Associates Degree in Business, Marketing, Communications or Computer science and at least, 3-5 years directly related experience or one (1) year of experience in Help Desk and/or Call Center environments;
• Must have a desire to work on software with basic knowledge of database administration.
• Demonstrate a strong customer service focus.
• Desktop computer skills to include thorough working knowledge of Windows operating system, PC hardware, desktop applications, and peripherals such as printers, scanners, and fax machines.
• Ability to effectively diagnose problems, and clearly communicate instructions to remote users.
• Excellent verbal, written and interpersonal communication skills.
• Strong analytical and organization skills.
• Problem solver, resourceful, and effective in making decisions.
• Must be self-motivated, with a work ethic of dedication and the discipline to work independently.
• Willingness to be available via cell phone when not working if necessary.
• Willingness to work overtime and participate in on-call rotation.
• Basic knowledge of medical terminology.