CSM Technician (Field Services)

unity; Albuquerque (NM); On-site; USD 36,000 - 48,000; Full time

Job summary

UnityBPO is seeking an on-site IT Support Specialist in Albuquerque, NM to deliver exceptional customer service while diagnosing and resolving PC hardware and software issues. You will assist clinicians and staff with remote and in-person support, using standard processes, ticketing systems and knowledge bases.

The role requires a 1+ year background in PC troubleshooting, strong communication skills, and the ability to work in a fast-paced health IT environment.

Qualifications

• High School diploma or GED and at least 1 year of experience supporting, troubleshooting and repairing PCs.
• Working knowledge of PC operations including hardware, software, network settings and MS Office applications.

Responsibilities

• Create an exceptional customer service experience with polished communications, patience and empathy.
• Resolve in-depth technical PC software and hardware problems using documented processes and procedures (Microsoft Office, Win10, VPN, Active Directory, etc.).
• Provide troubleshooting assistance to clinicians and caregivers and ensure inquiries are resolved effectively.
• Use remote assistance tools and knowledge base to diagnose issues within target times.
• Document all required information into the ticketing system.
• Escalate unresolved tickets to appropriate teams to ensure resolution.

Skills

Customer service

Communication skills

PC troubleshooting

Remote support

Problem solving

Education

High School diploma or GED

Tools

MS Office

VPN

Active Directory

Ticketing system

Job description

WHO WE ARE

UnityBPOis a Health IT business process and technology company that serves three areas of healthcare: acute care, post-acute, and ambulatory environments. Serving over 70,000 clinicians across the country, UnityBPOis a premier Health IT company. creates value for healthcare entities by reducing costs while dramatically improving the dedicated patient time for clinicians. Our clinical/technical services are unparalleled in the industry providing healthcare with a remote support model that drives efficiency as well as satisfaction. We also provide a turnkey model that can optimally manage your total technology enterprise. We have an experienced, highly qualified team of hard-working people in all areas of the company. We TRANSFORM healthcare delivery by creating a better LIFE, every day.

KEY RESPONSIBILITIES AND DUTIES

• Create an exceptional customer service experience by bringing your polished communications, patience and empathy to the customer.
• Resolve in-depth technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures. (Microsoft Office, Win10, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).
• Provide trouble shooting assistance to clinicians, doctors, nurses and other caregivers and ensure their inquiries are resolved effectively.
• Effectively use remote assistant tools, including knowledge base, to diagnose customer issues to resolved within target time limits
• Take pride and responsibility to meet or exceed targeted performance metrics and objectives.
• Change is consistent in our environment and your adaptability to these changes is critical to our success.
• Your ability to learn effectively and apply multiple types of training platforms including classroom, on the job, web based, and job shadowing is essential to perform as expected.
• Use your innovative analysis ability to contribute to ongoing process and procedure improvements to enhance the customer experience.
• Appropriately document all required information into the ticketing system.
• Proactively identify opportunities to improve the environment and culture.
• Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.

MINIMUM REQUIREMENTS

• High School diploma or G.E.D equivalent/and at least one-year experience supporting, troubleshooting and repairing PCs.
• Working knowledge of PC operations which includes hardware, software, network settings, operating systems and MS Office applications is required
• Excellent verbal and written communication skills.
• Must be able to lift/transport moderately heavy objects, such as computers, and peripherals up to 50 lbs.
• Flexibility to work off schedule when needed.
• Must keep UnityBPO, patient, and client information confidential.

PREFERRED REQUIREMENTS

• CompTIA A+ certification preferred
• Healthcare environment experience preferred
• Knowledge of medical-based terms and phrases are a definite advantage.

PERSONAL ATTRIBUTES:

• Integrity, honesty and personal responsibility
• Values employees and can genuinely articulate their positive contributions
• Values teamwork and understands the importance of collaboration
• Strong listening and comprehension skills
• Ability to work independently, proactively and creatively while exercising sound judgment in a fast-paced and results driven environment
• Strong written and verbal communication skills
• Analytical skills with high degree of accuracy
• Ability to adhere to strict federal and business compliance and confidentiality rules

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

UnityBPOis an equal opportunity employer. Decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, or national origin.