Position : End User Support Specialist

Location: 100% Remote

Duration: 6-month contract with possibility of extension or conversion (possibility of converting after 3)

Job Description:

• This specialist provides first level of support to at home colleagues who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other teams to understand specific support needs for applications and systems.
• During the first 2-3 months, you will receive comprehensive training designed to familiarize you with the overall system and clinical applications, equipping you with the skills needed to excel in your role.
• HomeCare HomeBase (Clinical Application)
• ServiceNow (Ticketing System)
• Tangoe (Mobile Device Application)
• etc.

Minimum Qualifications:

• Bachelor's degree preferred
• 1 year customer service experience
• Strong written and verbal communication abilities.

Responsibilities:

• Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other client Healthcare at Home teams to understand specific support needs for applications and systems.
• Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.
• Investigates problem, determines cause and takes action necessary to resolve the issue and verifies resolution.
• Processes service management catalog requests that include, but not limited to, Physician and Facility entry, Mobile Device Orders and other clinical application requests.
• Adapts to process and procedure changes as communicated to promote a world class support organization.
• Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
• Stays informed about specific application and system changes that are being made at the organization at Home by working with appropriate application and technology teams.
• Encourages teamwork through cooperative interactions with co-workers.