Customer Support Technician
Customer Support Technician
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
Under direct supervision provides technical advice guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting sharing information and assisting others with calls.
Essential Functions
Working with direct supervision in a fastpaced changing environment and while meeting or exceeding the defined levels for service and customer satisfaction serves as the first point of Information Services (IS) contact for Spectrum Health users who report hardware or software issues.
Following the appropriate processes policies and procedures creates concise timely and detailed written documentation of activities related to service requests which include incidents requests and change orders.
Demonstrates excellence in customer service skills including patience empathy good listening and follow through. Utilizes general knowledge of services and departmental functions along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues and when needed follow the documented processes for escalation. Performs service restoration analysis to facilitate the quick return of functionality to users even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues.
Documents best practices and triages when appropriate and works with various technical teams to create or to improve documentation and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases.
Looks for opportunities to learn from more experienced Customer Support Technicians.
Qualifications
Required
High School Diploma or equivalent
less than 2year experience in related field
Preferred
Associates Degree Technical school or equivalent
Experience with clinical information systems and environments
About Corewell Health
As a team member at Corewell Health you will play an essential role in delivering personalized health care to our patients members and our communities. We are committed to cultivating and investing in YOU. Our topnotch teams are comprised of collaborators leaders and innovators that continue to build on one shared mission statement to improve health instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.
How Corewell Health cares for you
Comprehensive benefits package to meet your financial health and work/life balance goals. Learn more here.
Ondemand pay program powered by Payactiv
Discounts directory with deals on the things that matter to you like restaurants phone plans spas and more!
Optional identity theft protection home and auto insurance pet insurance
Traditional and Roth retirement options with service contribution and match savings
Eligibility for benefits is determined by employment type and status
Primary Location
SITE 4700 60th St Grand RapidsDepartment Name
Servicedesk Level OneEmployment Type
Full timeShift
Variable (United States of America)Weekly Scheduled Hours
40Hours of Work
12:00 p.m. to 8:30 p.m.Days Worked
Monday to FridayWeekend Frequency
N/ACURRENT COREWELL HEALTH TEAM MEMBERS Please apply through Find Jobs from your Workday team member account. This career site is for NonCorewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members patients visitors and community. We require a drugfree workplace and require team members to comply with the MMR Varicella Tdap and Influenza vaccine requirement if in an onsite or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process to perform the essential functions of a job or to enjoy equal benefits and privileges of employment due to a disability pregnancy or sincerely held religious belief.
Corewell Health grants equal employment opportunity to all qualified persons without regard to race color national origin sex disability age religion genetic information marital status height weight gender pregnancy sexual orientation gender identity or expression veteran status or any other legally protected category.
An interconnected collaborative culture where all are encouraged to bring their whole selves to work is vital to the health of our organization. As a health system we advocate for equity as we care for our patients our communities and each other. From workshops that develop cultural intelligence to our inclusion resource groups for people to find community and empowerment at work we are dedicated to ongoing resources that advance our values of diversity equity and inclusion in all that we do. We invite those that share in our commitment to join our team.
You may request assistance in completing the application process by calling 616.486.7447.
Required Experience:
IC
Employment Type
Full-Time
