Vacancy expired!
- At AC Wellness Network, our focus is to support the delivery of compassionate, effective healthcare to the client’s employee population. We believe that trusting, accessible relationships with our patients, enabled by technology, promotes high quality care and a great patient experience. This is fostered by an environment of continuous learning and teamwork, which in turn allows us to work with our patients to achieve exceptional health outcomes.
- The Support Desk Specialist is the first point of contact for application support related questions. The primary role of this position is to receive, log, resolve, escalate and/or ensure full resolution with patients. Issues to be addressed will include those allowing for immediate resolution to those that may need escalation to IT or Engineering. In additions to direct support, this position will also assist in assembling regular as well as ad hoc reporting.
- Assist in the development of new support center processes, protocols, response and other related materials necessary to support consistent support desk operations.
- Assist in developing support desk training guides, user guides, FAQs, and portal bulletins.
- Manage a support queue through the recording in Jira (or other applicable ticketing application), prioritization and categorization of support cases and provide fist line response to requests for application support. Resolve issues on first touch whenever possible.
- Follow triage and escalation workflows as pertains to escalation and routing of support cases to the correct resource (e.g. IT and Engineering). Identify process improvement opportunities and offer feedback to Service unit leads and partners.
- Provide input into and refinement of standard operating metrics and dashboards.
- Manage major technical incidents (e.g. outages) and escalate to appropriate support resources.
- Provide patient verification of case closures.
- Provide feedback to operating, IT and engineering teams to assist in addressing root causes.
- Other tasks and projects as assigned.
- Minimum 4 years customer service experience
- Bachelor’s Degree
- Knowledge of Basic IOS and Office Software application
- Knowledge of ITIL best practices such as the difference between Incident, Problem and Change
- Experience in a Tech support organization.
- Experience with Jira Service Desk strongly preferred
- Communication skills
- Available to work evenings and weekends
- Project Management
Vacancy expired!