Technical Support Representative

The Technical Support Representative performs triage on inbound customer calls and service or escalates customer issues, as appropriate. Responsibilities include report development, technical support for telephony and computer system on an organizational-wide basis, and various tasks assigned by IT Management., * Represent the Company professionally at all times through care delivered and/or services provided to all clients.

• Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe the Company’s health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position., * Uses internal call handling procedures and ticketing system for management of issue resolution data.
• responds to requests for technical assistance via phone, electronically or in-person at assigned site
• diagnoses and resolves technical hardware and software issues
• researches questions using available information resources
• advises users on appropriate action
• follows standard help desk procedures
• logs all help desk interactions in detail
• redirects problems to appropriate resources

• identifies and escalate situations requiring urgent attention immediately

• Ensures service levels are met with regard to handling calls or other requests.
• Assists in production of system training which includes user manual preparation and distribution.
• Assists in IT training as part of Organization’s orientation for all new employees.
• Assists in the maintenance of various software applications.
• Assists in various aspects of network administration as assigned.
• Assists IT management in development and maintenance of policies and procedures relating to IT system.
• Assists with creation and maintenance of procedure checklists.
• Remains current with system information, changes and updates. *

Performs other duties as assigned.

• High School diploma or GED
• Minimum of (1) year customer service experience, preferably in the technical field
• 1 - 2 years of advanced education/training in technical field and/or 1 year technical experience preferred
• Experience with hardware and software issues
• Outstanding customer service skills and a dedication to the customer service experience
• Excellent communication (written, verbal, and presentation), interpersonal and organizational, skills
• Computer proficiency in Microsoft Office
• Dependable to be at work during assigned shifts and to complete work as expected
• Able to work independently and efficiently to meet deadlines
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues
• Able to promptly answer support related emails, phone calls and other electronic communications
• Self-motivated and detail-oriented