Helpdesk Support (REMOTE)

NTT DATA, Inc.; Ciudad de México; A distancia; MXN 391.000 - 614.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Full benefits from day one

Descripción de la vacante

NTT DATA Services is hiring for a remote Help Desk/Provider Clinical Service Desk agent to support healthcare customers from Mexico City. You will handle inbound calls, document incidents, and contribute to 24x7 resolutions for Epic, Cerner, McKesson, and Meditech environments.

Shift flexibility is required, including nights, weekends, and holidays. You will communicate effectively, type accurately, and work in a fast-paced team while ensuring data security and patient privacy.

Formación

• Minimum 1 year in call center or helpdesk environments.
• Experience handling clinical or healthcare software is a plus.
• Strong written and spoken English for patient/clinician interactions.

Responsabilidades

• Handle inbound calls from healthcare customers in a 24x7 help desk.
• Document incidents and comments, and close or escalate tickets promptly.
• Drive incident resolution on the 24/7 desk; maintain accurate records.
• Read screen text throughout the 8–10 hour shift; maintain quiet workspace.
• Work nights, weekends, and holidays as required; travel up to 10% if needed.

Conocimientos

Advanced English

Call center experience

Communication skills

Typing speed

Fast learner

Educación

High school diploma or equivalent

Descripción del empleo

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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,

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.

• Advanced english required
• REMOTE role

Job Responsibilities Include:

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 escape 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.

Benefits

• 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‑case basis. Please email [e-mail] for assistance.

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