Tier II Services Technician

Location: Oaks, PA or Voorhees, NJ

Job Type: Full Time / Permanent

Launch your career by directly impacting people’s lives and providing measurable value to each and every health care-centric client you work with. Your internal desire, passion and communications are key elements to providing effective problem resolution that create a unique and enhanced customer experience. In this position, you will serve as the customer’s primary point of contact. You own the customer experience from start to finish. If you want the flexibility to express your personality, you think on your feet and you are a self-starter who is comfortable taking the initiative, this is the opportunity for you! In this position, you won’t always know the right answer, but you’re the kind of person who is up for the challenge. This opportunity will position you for greater opportunities in the company. We will provide you the training, coaching and mentoring to ensure your success.

Responsibilities:

  • Create an exceptional customer service experience by bringing your polished communications, patience and empathy to the customer.
  • Resolve in-depth technical P.C. software and hardware problems by utilizing logical problem solving skills and referencing documented processes and procedures. (Microsoft Office, Win7, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).
  • Provide trouble shooting assistance to clinicians, doctors, nurses and other caregivers and ensure their inquiries are resolved effectively.
  • Effectively use remote assistant tools, including knowledge base, to diagnose customer issues to resolved within target time limits
  • Take pride and responsibility to meet or exceed targeted performance metrics and objectives.
  • Change is consistent in our environment and your adaptability to these changes is critical to our success.
  • Your ability to learn effectively and apply multiple types of training platforms including: classroom, on the job, web based and job shadowing is essential to perform as expected.
  • Use your innovative analysis ability to contribute to ongoing process and procedure improvements to enhance the customer experience.
  • Appropriately document all required information into the ticketing system.
  • Proactively identify opportunities to improve the environment and culture.
  • Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.
  • Change is consistent in our environment and your adaptability to these changes is critical to our success.
  • Your ability to learn effectively and apply multiple types of training platforms including: classroom, on the job, web based and job shadowing is essential to perform as expected.
  • Use your innovative analysis ability to contribute to ongoing process and procedure improvements to enhance the customer experience.
  • Appropriately document all required information into the ticketing system.
  • Proactively identify opportunities to improve the environment and culture.
  • Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.

Education & Experience:

  • High School diploma or G.E.D equivalent/and at least one-year experience supporting, troubleshooting and repairing PCs.
  • Working knowledge of PC operations which includes hardware, software, network settings, operating systems and MS Office applications is required
  • CompTIA A+ certification preferred
  • Healthcare environment experience preferred
  • EClinical Works experience preferred
  • Knowledge of medical-based terms and phrases are a definite advantage.
  • Excellent verbal and written communication skills.
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