Helpdesk Senior Associate

NTT DATA, Inc.; Región Centro; Presencial; MXN 180 000 - 360 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Full benefits package

Resumo da oferta

NTT DATA Services is seeking a training-focused service desk professional to support the Provider Clinical Service Desk. You will create and distribute training materials, train staff, and evaluate gaps based on ticket reviews while handling inbound calls from healthcare customers 24/7.

The role requires shift flexibility including nights, weekends, and holidays, with training conducted during day shifts. The successful candidate will have 4+ years in service desk or related roles, 1+ year of

Qualificações

• Minimum 4+ years in service desk / helpdesk or equivalent
• At least 1 year of technical troubleshooting experience
• Experience in a call center environment is preferred
• Excellent communication and interpersonal skills; ability to work in a fast-paced setting
• Proficient typing and English language skills (oral and written)

Responsabilidades

• Create and distribute training materials
• Train team members in a supportive environment
• Evaluate training gaps from ticket and call reviews
• Handle inbound customer calls as part of the Provider Clinical Service Desk
• Respond to healthcare-related clinical application issues (Epic, Cerner, McKesson, Meditech)
• Document comments and close or escalate tickets promptly
• Drive incident resolution on a 24/7 desk
• Maintain focus during long shifts with scheduled breaks
• Ensure a quiet, private workspace with reliable internet connection

Conhecimentos

Call center

English proficiency

Typing

Formação académica

High school diploma

Descrição da oferta de emprego

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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.

Job Description:

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. They must have a background in training team members of a service desk.

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 Include:

• Creating and distributing training materials
• Effectively training team members in a supportive, interactive environment
• Evaluate training gaps based on ticket and call reviews
• 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

Basic Qualifications:

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

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. We offer a full comprehensive benefits package that starts from your first day of employment.

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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.