Converge Technology Solutions

Compensation

Full Description

Job Summary: This exciting entry-level opportunity is a full-time, hourly position with Pellera Technologies. You will be responsible for the day-to-day support of our Managed Services Clients. By leveraging customer service skills and understanding today’s technologies and Electronic Health Record software, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology. Please note, the shift for this role is to be determined; Monday - Friday, 8 hour shifts between 10:00am EST and 9:00pm EST or, 10 hour shifts on Monday, Tuesday, Friday & Saturday. We proudly invest in our people and can't wait for you to join our team! Essential Functions: Provides first level support for inbound Interactions and requests from end users, staff and patients. Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service. Participate in and adhere to all standard operating procedures. Assists with the development and improvement of work instructions, procedures, and documentation. Exceptional Attendance is a must. Mentor and assist with training new Customer Support Specialists. Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures. Maintain appropriate level of skills to handle incidents and requests in line with established service levels. Provide feedback of intelligence gained through customer interactions. Make or suggest updates to the Knowledge within the Knowledge Management databases. Other duties as assigned. Required Skills/Abilities/Competencies Excellent verbal and written communication skills. Professionally respond to telephone calls, emails, chats, and voicemails for customer support. Technical writing experience Innovative, team-oriented problem solver. Excellent interpersonal and customer service skills. Strong commitment to providing quality service. Excellent organizational, time management and follow through skills. Ability to prioritize tasks and to delegate them when appropriate. Ability to function well in a high-paced and at times stressful environment. Experience troubleshooting Microsoft Office. Ethical and Critical Thinking. Ability to type at least 25 words a minute. Education and Experience: High school diploma or equivalent. Professional experience working in a customer service role preferred but not required. Call Center experience preferred but not required. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.