Iconma, L.L.C. Teterboro , NJ 07608

Posted 5 months ago


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.

Job Qualification:

  • 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.

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Iconma, L.L.C.