Nordic Healthcare Group (NHG)

Compensation

Full Description

Make a difference. Be happy. Grow your career. JOB SUMMARY The Portal Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. KEY RESPONSIBILITIES The Portal Service Desk Agent will be responsible for, but not be limited to: Providing excellent customer service Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues Adhering to policies and procedures such as HIPAA and client notification expectations Attending and participating in team meetings Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested SKILLS AND EXPERIENCE Excellent customer service and communication skills, written and verbal Proficient in English to support our clients’ needs. Spanish is a plus Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills Ability to apply problem solving skills across repetitive tasks Ability to work nights and weekends, depending on assigned shift Strong attention to detail and ability to organize Must be able to work independently, as well as within a team environment Must demonstrate and embody Nordic’s maxims ADDITIONAL DETAILS Working in Madison, WI, is not required, but preferred. Trips to the Nordic Home Office in Madison, WI will be expected Ability to travel up to 5% of the time Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans. Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.