Note: The job is a remote job and is open to candidates in USA. NTT DATA is a technology and business services company that delivers healthcare solutions and services. The Clinical Service Desk/Helpdesk Associate will handle inbound calls from healthcare customers, troubleshoot clinical application issues, document and resolve incidents, and escalate tickets when necessary in a 24/7 call center environment.
Responsibilities
- This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365
- All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift
- Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality
- Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
- Responsible for driving resolution of incidents on a 24/7 desk
- Read text on computer screens for the duration of the shift
- Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
- Ensure a quiet, private workspace with high speed, wired internet
- Travel up to 10% of the time, if required
- Lift up to 25 lbs. if needed for equipment setup
- Have a working cell phone for manager communication and Two-Factor Authentication
Skills
- 1 year Call Center-Customer Service-Application support experience
- All candidates are required to be shift flexible
- Night, weekend, and/or holiday work will be required
- Schedule can be changed as per client and business requirements or training needs
- Additionally, overtime may be required depending on business requirements
- Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education)
- Minimum of 1 year of technical troubleshooting experience
- High school diploma or equivalent required
- This is a fully remote role and can be based anywhere in the US
- Travel up to 10% of the time, if required
- Lift up to 25 lbs. if needed for equipment setup
- Have a working cell phone for manager communication and Two-Factor Authentication
- Experience in a call center environment
- Demonstrate a service philosophy in all interactions with clinicians and colleagues
- Effective communication and interpersonal skills
- Proficient typing and English language skills (both verbally and in writing)
- Strong listening capabilities to fully understand caller's needs / requests
- Exceptional ability to work optimally in a fast-paced environment
Benefits
- This is a fully remote role and can be based anywhere in the US.
- We offer a full comprehensive benefits package that starts from your first day of employment.
- Medical, dental, and vision insurance with an employer contribution
- Flexible spending or health savings account
- Life and AD&D insurance
- Short and long term disability coverage
- Paid time off
- Employee assistance
- Participation in a 401k program with company match
- Additional voluntary or legally-required benefits
- This position may also be eligible for incentive compensation based on individual and/or company performance.
Company Overview
Company H1B Sponsorship