Patient Portal Service Desk Agent I

The Patient Portal Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. They respond to and diagnose problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. They assist in hardware and software evaluation and recommend upgrades or improvements to the IT infrastructure. The Patient Portal Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team., The Portal Service Desk Agent will be responsible for, but not be limited to:

• Providing excellent customer service
• Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Attending and participating in team meetings
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

• Excellent customer service and communication skills, written and verbal
• Proficient in English to support our clients’ needs. Spanish is a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Ability to work nights and weekends, depending on assigned shift
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims, * Ability to travel up to 5% of the time