What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Provides Level 1 technical support via telephone to clinical and business end-users for issues related to connectivity, telephony, software, hardware, peripherals, and smart devices.
• Leverages the IT ticketing system to document end-user issues, research knowledge base articles, and document troubleshooting steps to resolve the issue or reassign to the Level 2 team.
• Communicates with customers via phone, email, and chat.
• Manages a caseload of approximately 40-50 calls per day.
• Assists customers with basic software questions and routine requests.
• Identifies major customer issues and follows appropriate escalation procedures.
• Utilizes basic troubleshooting skills and provides thorough documentation of customer issues for the Client Services team.
• Coordinates with teams across the business to relay information.
• Meets or exceeds established department productivity and quality standards.
• Makes recommendations for updates to the knowledge base (KB) database.
• Analyzes incidents and service requests for correct prioritization, classification, and provides initial support.
• Escalates incidents, requests, and problems as necessary per established escalation policies.

Who are we looking for?

• Proficiency in the ticketing software ServiceNow.
• Maturing level of analytical ability to find solutions to increasingly difficult technical or administrative problems.
• Strong customer service, communication, and follow-up skills.
• Ability to work independently and in a dynamic environment.
• Focus on superior outcomes and the ability to calibrate work processes for outstanding results.