HMIS Help Desk Specialist I

SCI; Houston (TX); On-site; USD 48,000 - 64,000; Full time

Job summary

3M HEALTHCARE in Houston, TX seeks an associate to provide initial point of contact for end users support of SCI’s proprietary industry applications. You will resolve user inquiries by phone, email, and chat, log issues in the ticketing system, and escalate when needed.

The role emphasizes listening, asking probing questions, delivering accurate information, and guiding users through steps, with a focus on meeting SLA and maintaining compliance with regulations.

Qualifications

• Education: High School Diploma or GED.
• Experience: At least two years of technical end-user support resolving business applications by phone.
• Proficient in Windows operating systems and MS Office Suite; strong communication.
• Able to quickly learn new applications and hardware.

Responsibilities

• Applying professional customer services skills, listens to users’ application issues and diffuses irate users.
• Asks probing questions to understand actions and ascertain root issue.
• Provides user with accurate information and corrective action, including step-by-step instructions and screen sharing.
• Achieves SLA metrics.
• Initiates issue tracking in customer service application; records issues, resolutions, or escalations.
• Responsible for monitoring issues through resolution, including escalations.
• Manages own call queue and adheres to the ready/no-ready time; adjusts priorities.

Skills

Customer service

Communication skills

Technical aptitude

Problem solving

Learn quickly

Education

High School Diploma or GED

Tools

Windows OS

MS Office

Ticketing system

Job description

3M HEALTHCARE in Houston, TX seeks an associate to provide initial point of contact for end users support of SCI’s proprietary industry applications. You will resolve user inquiries by phone, email, and chat, log issues in the ticketing system, and escalate when needed.

The role emphasizes listening, asking probing questions, delivering accurate information, and guiding users through steps, with a focus on meeting SLA and maintaining compliance with regulations.