CSM Technician (Field Services)

UnityBPO; Albuquerque (NM); On-site; USD 35,000 - 50,000; Full time

Job summary

A Health IT service provider in Albuquerque seeks dedicated technical support personnel to improve client interactions and troubleshoot various computer issues. Ideal candidates will have strong communication skills and at least one year of experience in PC support. Duties include assisting clinicians, resolving customer inquiries, and documenting service actions. This role is pivotal in enhancing customer satisfaction and requires a flexible work approach. Join a respected team committed to transforming healthcare delivery.

Qualifications

• At least one year experience supporting, troubleshooting and repairing PCs.
• Working knowledge of PC operations, hardware, software, and network settings.
• Knowledge of medical-based terms is an advantage.

Responsibilities

• Create exceptional customer service experiences.
• Resolve technical P.C. software and hardware problems.
• Provide troubleshooting assistance to clinical staff.
• Use remote assistance tools for diagnosing customer issues.
• Document required information into the ticketing system.
• Proactively identify opportunities for improvement.

Skills

Excellent verbal and written communication skills

Analytical skills with high degree of accuracy

Ability to work independently and proactively

Flexibility to work off schedule

Education

High School diploma or G.E.D., CompTIA A+ certification preferred

Tools

Microsoft Office

VPN

Windows 10

Job description

Are you ready for new challenges and new opportunities?

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Unity BPO is 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, Unity BPO is 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 Unity BPO , 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.

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