Helpdesk Associate

NTT America, Inc.; Región Centro; Presencial; MXN 167.000 - 201.000; Jornada completa

Descripción de la vacante

NTT DATA Services is seeking a Provider Clinical Service Desk agent to handle inbound calls for healthcare clients using Epic, Cerner, McKesson and Meditech. The role supports a 24/7 operation and requires shift flexibility including nights, weekends and holidays.

Responsibilities include logging incidents, tracking comments, escalating when needed, and driving resolution in a fast-paced environment. Minimum 2 years’ service desk experience and 1 year of technical troubleshooting are required;

Formación

• Minimum of 2 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting
• Minimum of 1 year of technical troubleshooting experience
• Experience in a call center environment is preferred
• Excellent communication and interpersonal skills
• Proficient typing and English language skills, both written and spoken
• Ability to work effectively in a fast-paced environment

Responsabilidades

• Respond to incoming service desk calls from healthcare customers regarding clinical applications such as Epic, Cerner, McKesson and Meditech.
• Track and document comments, and close or escalate incident tickets in a timely manner.
• Drive resolution of incidents on a 24/7 desk.
• Shift flexible; shifts may include nights, weekends, and holidays; training conducted during day shift.

Descripción del empleo

Req ID: 379665

NTT DATA Services 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.

NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.

Job Responsibilities

• This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365
• All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.
• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality
• Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
• Responsible for driving resolution of incidents on a 24/7 desk
• Ensure a quiet, private workspace with high speed, wired internet
• Have a working cell phone for manager communication and Two-Factor Authentication

Basic Qualifications

• Minimum of 2 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education)
• Minimum of 1 year of technical troubleshooting experience

Preferred Skills

• Experience in a call center environment
• Demonstrate a service philosophy in all interactions with clinicians and colleagues
• Effective communication and interpersonal skills
• Proficient typing and English language skills (both verbally and in writing)
• Strong listening capabilities to fully understand caller’s needs / requests
• Exceptional ability to work optimally in a fast-paced environment
• #LI-LATAM

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email [e-mail] for assistance