Duties: Actively research and resolve moderate to complex technical needs of customers by managing problems and making recommendations towards a solution. Ensure all documentation and procedures are current and accessible to all technicians. Research and propose solutions on procedures and controls for problem prevention.
- 30% Troubleshoot complex end-user problems. Restore technical service and equipment problems by analyzing, identifying and diagnosing cause and effect. Work with subject matter experts at second level support and management when necessary.
- 20% Identify and determine root cause analysis. Document and implement procedures and controls for problem prevention. Develop troubleshooting techniques for typical moderate to complex issues.
- 20% Act as a knowledge expert on specific applications and systems, assisting junior technicians and provide guidance to them on questions and escalated calls. Identify training gaps and needs for the area and work area trainers and/or quality assurance employees to implement improvements.
- 15% Identify articles for the Knowledge Base. Ensure the Knowledge Base is utilized and kept current. Maintain call tracking database to enhance quality of problem resolutions.
- 10% Act as a liaison with new business and incorporate their processes. Assist in site moves and changes.
- 5% Proactively monitor processes, systems, and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention. Identify self-service options, call avoidance solutions.
Skills: Required Skills and Abilities: Strong customer service skills. Good problem solving skills. Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. Understands technical problems and solutions in relation to the business environment. Understands the industry's business systems and processes.
Required Software and Other Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.
Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.
Keywords:
Education: Required Education: Bachelor's degree in Computer Science, Information Technology or other job related degree. or an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.
Required Work Experience: 2 years of technical help desk experience or other job related experience.
Preferred Licenses and Certificates: A+ certification.
Skills and Experience:
Patents: No
Publications: No
Required Education: Bachelor's degree in Computer Science, Information Technology or other job related degree. or an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.
Required Work Experience: 2 years of technical help desk experience or other job related experience.
Day to Day:
- Learn and Provide Customer Technical Support for our DEX application. Serve as the initial point of contact for customer inquiries.
- Ensure Application Users have a positive experience. Proactively assist stakeholders in getting the desired outcome from the application.
- Troubleshoot issues and provide clear guidance and document solutions.
- Escalate complex problems.
- Identify recurring issues and work with clinical and product team to improve product functionality and user experience.
- Contribute to company knowledge base by creating and updating work instructions/documentation and FAQs
Nice to have:
Desire and aptitude to learn new information which may encompass a variety of topics such as:
- Application development and user acceptance application testing
- Customer inquiries
- Molecular diagnostics
- Billing and coding
