Health IT Multi-Channel Support Specialist II

775 Chickasaw Strategic Pointe, LLC; Albuquerque (NM); On-site; USD 55,000 - 70,000; Full time

Job summary

775 Chickasaw Strategic Pointe, LLC is seeking a Contact Center Customer Support Specialist II to handle inquiries from physicians, patients, and staff across phone, email, chat, and tickets within a Health IT contact center. The role emphasizes active listening, accurate documentation, and cross‑functional collaboration to resolve issues and maintain high-quality service.

Candidates should have strong communication skills, familiarity with Windows and Office, and experience with ServiceNow and

Qualifications

• Must be able to obtain and maintain a Public Trust level clearance.
• Experience with Health IT, healthcare, or federal programs preferred.
• Experience using ServiceNow (Australia release or later) and CRM platforms.
• HDI‑CSA certification and ITIL v4 certification required after hire.

Responsibilities

• Handle inbound inquiries across phone, email, chat, and ticket submissions.
• Actively listen to understand customer needs before assisting.
• Document interactions accurately in the CRM and ticketing system.
• Escalate issues to higher‑tier or specialized support when needed.
• Collaborate with internal teams to inform stakeholders of changes and issues.
• Contribute to knowledge articles and process improvements.

Skills

Customer focus

Problem solving

Documentation

Communication

Teamwork

Multitasking

Education

High school diploma

College coursework or degree preferred

Tools

Microsoft Windows

Microsoft Office

ServiceNow

Microsoft Dynamics 365

CRM tools

NICE CXone

Job description

775 Chickasaw Strategic Pointe, LLC is seeking a Contact Center Customer Support Specialist II to handle inquiries from physicians, patients, and staff across phone, email, chat, and tickets within a Health IT contact center. The role emphasizes active listening, accurate documentation, and cross‑functional collaboration to resolve issues and maintain high-quality service.

Candidates should have strong communication skills, familiarity with Windows and Office, and experience with ServiceNow and