Helpdesk Associate - Clinical Service Desk

NTT America, Inc.; Región Centro; A distancia; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

NTT DATA Services seeks a Patient Portal & Technical Support Agent to be the first point of contact for patients needing login assistance and technical support. You will work in a front-line service desk within a 24/7/365 call center environment to ensure smooth healthcare operations.

Training is provided and opportunities for advancement exist. The role requires bilingual English proficiency, strong communication, and the ability to troubleshoot technical issues efficiently.

Formación

• 1–3 years of customer service experience
• 1–3 years of experience analyzing and resolving customer technical issues
• Able to explain technical information clearly to non-technical users
• Fully bilingual with proficient English
• Strong organizational skills and typing speed
• High school diploma or equivalent

Responsabilidades

• Respond to incoming calls regarding workflow issues, errors, access permissions and system functionality
• Resolve most first-level technical contacts
• Identify and escalate complex issues to tier-two teams
• Provide professional service following scripts and policies
• Suggest enhancements to improve patient and user experience
• Remain at workspace and in the phone queue during an 8–10 hour shift

Conocimientos

Customer service

Problem solving

Communication

Bilingual English

Typing speed

Organizational skills

Educación

High school diploma

Descripción del empleo

Patient Portal & Technical Support Agent

About the Role:

Join our Patient Portal and Technical Support Service Desk as a front-line Support Agent. In this role, you will be the first point of contact for patients and healthcare users requiring login assistance, troubleshooting, and technical support.

This position operates within a 24/7/365 call center environment dedicated to ensuring our healthcare operations run smoothly. We are committed to your growth; agents participate in ongoing training and development designed to prepare them for next-level support and promotional advancement.

Key Responsibilities

• Inbound Support: Respond to incoming calls regarding workflow issues, application errors, access permissions, and system functionality.

• Issue Resolution: Resolve most incoming technical contacts at the first-level support stage.

• Escalation: Identify and elevate complex technical and application issues to the appropriate tier-two teams when necessary.

• Customer Service: Provide professional, high-quality service by adhering to established scripts, workflows, and corporate policies.

• Continuous Improvement: Identify and suggest potential enhancements to improve the overall patient and user experience.

• Operational Adherence: Remain at your designated workspace and within the phone queue for the duration of an 8-to-10-hour shift (with scheduled breaks).

Shift & Training Requirements

• Shift Flexibility: Candidates must be shift-flexible. This position requires shift work, including nights, weekends, and holidays.

• Training: Account-specific training is conducted during day shift hours, regardless of your permanently assigned shift.

Basic Qualifications

• Experience: 1 to 3 years of customer service experience (preferably in a contact center or medical environment).

• Problem-Solving: 1 to 3 years of experience analyzing and resolving customer technical issues.

• Communication: Ability to communicate complex technical information clearly to non-technical users.

• Language: Fully bilingual with proficient verbal and written English skills.

• Skills: Strong organizational skills, attention to detail, and proficient typing speed.

• Education: High school diploma or equivalent required.

Work from Home / Technical Requirements

• Workspace: A quiet, private, and distraction-free workspace.

• Connectivity: High-speed, wired internet connection (ethernet connection required; no Wi-Fi).

• Equipment: A working cell phone available for manager communication and Two-Factor Authentication (2FA).

• Physical Demands: Ability to read text on computer screens for the full duration of an 8-to-10-hour shift.

Preferred Skills

• Demonstrated customer-first philosophy and strong active listening skills to analyze caller needs accurately.
• Proven ability to work optimally and adapt quickly in a fast-paced environment.

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 Services

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.