Customer Support Technician Associate

Corewell Health; Grand Rapids (MI); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive benefits package

On-demand pay

Discounts directory

Identity theft protection

Job summary

Corewell Health is seeking Direct Hire Customer Support Technicians to provide first-line support for hardware and software issues at our Grand Rapids location. The role involves documenting incidents, assisting with training, and collaborating with peers to resolve problems promptly.

The position offers a hybrid work arrangement with training at the Grand Rapids site, and requires less than 2 years of experience in a related field, with a High School Diploma or equivalent.

Qualifications

• High School Diploma or equivalent
• Less than 2 years’ experience in related field
• Must be able to work in a hybrid capacity and can come to our Grand Rapids site for training

Responsibilities

• Provide technical advice and training to customers using hardware and software
• Troubleshoot and document issues for next level support
• Perform root cause analysis and contribute to knowledge and call tracking databases
• Document best practices and improve documentation with other teams
• Collaborate with colleagues to resolve issues and escalate when needed

Skills

Customer service

Troubleshooting

Documentation

Team collaboration

Communication

Education

High School Diploma

Associate's Degree/Technical school

Tools

Epic

Clinical information systems

Job description

We are looking to hire a direct hire, fixed-term Customer Support Technicians that is expected to run until late February 2027. This may be extended depending on workload and performance evaluations.

Job Summary

Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls.

Essential Functions

• Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Digital Services (DS) contact for Corewell Health users who report hardware or software issues.
• Following the appropriate processes, policies and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.
• Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues.
• Documents best practices and triages when appropriate and works with various technical teams to create or to improve documentation, and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases.
• Looks for opportunities to learn from more experienced Customer Support Technicians.

Qualifications

Required

• High School Diploma or equivalent
• Less than 2 years’ experience in related field
• Must be able to work in a hybrid capacity and can come to our Grand Rapids site for training

Preferred

• Associate's Degree/Technical school or equivalent
• Experience working with clinical information systems and environments
• Experience working with Epic
• Experience working in customer service

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Priority Health - 1239 E Beltline Ave NE - Grand Rapids

Department Name

Priority Next - PH Managed Benefits

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8:00 a.m. to 6:00 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.