Call Center Customer Service Representative

REQ Solutions; Malvern (Chester County); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading IT solutions company is seeking a Service Desk representative for a 100% remote call center position. Your role will involve providing IT support for clinical applications, troubleshooting issues, and ensuring high levels of customer service. The ideal candidate will have solid experience in IT support and a knack for problem-solving, aiming to minimize downtime and enhance user satisfaction.

Qualifications

• Min of HS diploma/GED and 1-year customer service experience, or equivalent.
• 6 months of related experience; knowledge of troubleshooting.
• Superior customer service skills and phone etiquette.

Responsibilities

• Provide IT technical support for applications in clinics over the phone.
• Troubleshoot and solve IT problems timely, document issues.
• Work with project teams and escalate issues as necessary.

Skills

Customer Service

Problem Solving

Communication

Documentation

Education

High School diploma or GED

One-year certificate from college or technical school

Job description

Job Title: Service Desk - Call center

Duration: 6+ Months (Possible extension)

Location: Malvern, PA 19355

100% Remote

Responsibilities:

• This is a Call center position. Taking calls about applications in clinics.
• This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.
• Previous IT Service Desk experience a plus.
• Solve IT problems in a timely manner, document known issues and solutions
• Work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize computer downtime for teammates, partners, and customers.
• Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
• Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Provide on-call support as scheduled during non-business hours
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Communicate with customers, providing status updates and follow-up to ensure satisfaction
• Complete additional tasks and projects as assigned by Service Desk leadership

Education/Experience:

• Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service related experience and/or training or equivalent combination of education and experience
• 6 months of related experience
• Knowledge of computer, printer, and network troubleshooting and installation procedures
• Demonstrated ability to diagnose and troubleshoot Microsoft products
• Demonstrated ability to solve issues with healthcare/clinical applications
• Ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
• Demonstrated ability to work in a team environment as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills