Location: Teterboro, NJ
Duration: 6 months
Connectivity Help Desk Client Help Desk analyst will provide support for Client Patient Portal and Mobile App.
Analyst will be responsible to resolve queries of customers through e-mail, phone, and chat within established TAT.
Manage and take ownership of the resolution process for all customer related issues.
Recognize problems outside the CHD environment and escalate to the respective Functional Support Groups. When appropriate, engage escalation points, such as CHD Sr. Staff, Management, etc.
Use appropriate tools to document all pertinent details of support inquiries: HP Service Manager Ticketing System, Outlook, PHI Tracking Tool, etc.
For inquiries submitted via email offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than email.
Maintain up to date knowledge and assimilate quickly to product enhancements and releases.
Understand and comply with security and support policies and procedures
Be accountable for meeting and/or exceeding individual and departmental Key Performance goals set by CHD leadership team.
Accept changes in the organization, including additional job responsibilities when appropriate.
Degree (AA/BS/BA) in computer related field
Strong background in Customer Service and Help Desk tools, processes, procedures.
Effective and exceptional reading and writing English communication skills.
Excellent customer service skills and great enthusiasm for helping customers.
Must be able to adhere to schedule changes based on department and/or business needs.
On-Call/Pager coverage as needed
Able to promptly answer & support phone calls, emails, chat.
Proficient in Internet related applications such as Web Browsers and E-Mail clients.
Bilingual Spanish/English is a plus but not required.
Top 3 most important qualifications/deal breakers for this job:
Customer Service Focused, Exceptional Communication Skills (Written & Verbal), Fast Learner, Reliable.
Top 3 to 5 daily responsibilities:
Respond to incoming support emails, Answer incoming phone calls, Process results failed via automation and dependent profile verification.