SR. SUPPORT ENGINEER

HCLTech; North Carolina; On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in healthcare technology is seeking a clinical service desk resource to support clinical applications for staff and act as the primary contact for Radiologists. The role requires expertise in radiology and service desk experience to ensure exceptional client experiences and efficient resolution of inquiries.

Qualifications

• Experience in Radiology is a must.
• Service desk experience in healthcare required.

Responsibilities

• Monitor the CSD queue and follow up on open tickets.
• Serve as the initial contact via phone and chat.
• Document interactions accurately in the ticketing system.

Skills

Service Desk Experience

Radiology Knowledge

Client Interaction

Problem Solving

Job description

Rotational Shift: from 6:30 am EST to 11:30 pm EST

Experience in Radiology is a must

We need service desk experience in healthcare. In the client account, a clinical service desk resource provides support for clinical applications for the client staff and is the primary contact for Radiologists and VIPs requiring enhanced and immediate resolution to continue with patient care services. These resources handle calls and work on tickets.

In scope:

• Provides support for clinical applications for USRS staff and acts as the primary contact for Radiologists and VIPs needing quick resolution to support patient care.
• Clinical Service Desk coverage from 6:30 am EST to 11:30 pm EST in the US.

Role Responsibilities:

1. Monitor the CSD queue, follow up on open tickets, and ensure resolution.
2. Serve as the initial contact via phone and chat, addressing inquiries promptly.
3. Document interactions accurately in the ticketing system, escalate complex cases, collaborate with healthcare teams, and stay updated on medical trends.
4. Ensure exceptional client experiences with professionalism and patience.
5. Manage client interactions efficiently using established protocols and hospital knowledge bases.
6. Prioritize incidents based on logs and customer impact.
7. Provide on-call support for clinical service requests like password resets and account unlocks.
8. Assist with application training clarifications.
9. Identify issues and route tickets to appropriate groups.
10. For VIP customers, escalate unresolved issues to L2 engineers, including patching them on calls if necessary.