Helpdesk Senior Associate

NTT DATA, Inc.; Región Centro; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

NTT DATA Services is seeking an agent for the Provider Clinical Service Desk to handle inbound healthcare calls in a 24/7 call center. The role requires shift flexibility, including nights, weekends, and holidays, with training conducted during the day.

You will respond to inquiries about Epic, Cerner, McKesson, and Meditech, and document incidents for timely resolution. The position demands reading screens for long periods, working an 8–10 hour shift in a quiet workspace with reliable internet,

Formación

• Minimum 4 years of service desk / helpdesk experience or equivalent (education + troubleshooting).
• Minimum 1 year of technical troubleshooting experience.
• High school diploma or equivalent required.

Responsabilidades

• Handle inbound customer calls in a 24x7 call center environment.
• Respond to healthcare customer inquiries about clinical applications (Epic, Cerner, McKesson, Meditech).
• Track and document comments, close or escalate incident tickets promptly.
• Drive resolution of incidents on a 24/7 desk.
• Read text on computer screens for the duration of the shift.
• Remain at designated workspace and in the phone queue for an 8–10 hour shift.
• Ensure a quiet, private workspace with high-speed internet.
• Travel up to 10% of the time if required.
• Lift up to 25 lbs for equipment setup.
• Have a working cell phone for manager communication and Two-Factor Authentication.

Conocimientos

Call center experience

Service philosophy

Communication skills

Typing in English

Listening skills

Fast-paced environment

Educación

High school diploma or equivalent

Descripción del empleo

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 elevate the incident tickets and related issues in a timely manner

Responsible for driving resolution of incidents on a 24/7 desk

Read text on computer screens for the duration of the shift

Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks

Ensure a quiet, private workspace with high speed, wired internet

Travel up to 10% of the time, if required

Lift up to 25 lbs. if needed for equipment setup

Have a working cell phone for manager communication and Two-Factor Authentication

Preferred Qualifications

All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements.

Minimum of 4 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

High school diploma or equivalent required

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

Basic Qualifications

1 year Call Center-Customer Service-Application support experience

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, Temp 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.

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