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Tech Support Agent
The Woodlands, TXGreetings!!!
Job Title: Tech Support Agent
Duration: 11 Months+
Location: The Woodlands, Texas Onsite
Job Description
Responsibilities include
• Provide first-line, world-class, “white-glove”, customer service experiences in a call center environment.
• Develop a thorough understanding of patient-centered oncology care, electronic health record and clinical decision workflows, and how Ontada Technology Solutions support these
• Providing first line technical support to Technology Solutions customers
• Assist internal and external customers by phone, email, chat and/or using a ticket management system
• Create a ticket for each customer-interaction or update existing ticket for customer follow-up
• Quickly and accurately determine incident scope and impact
• Document all incident details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Tier 2 and Tier 3 support teams
• Leverage knowledge base, help menu and other tools to support customers in a consistent manner
• Follow up on incidents with customers and internal teams until the incident is resolved
• Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction
Additional Responsibilities
• Support applications on various OS and Devices - computers, laptops, tablets, smart phones
• Follow up on incidents and service requests at pre-defined intervals until resolved
• Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved
• Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings
• Develop an awareness on how the patient portal integrates with other healthcare technology solutions
Minimum Requirements
• Highschool Diploma and 1+ year relevant experience desired
• Shift Details:
o Shift rotation, Monday – Friday, 6:00am - 6:00pm Central
o On-call rotation Thursday – Thursday, 6:00PM – 6:00AM Central
Regards,
Rahul Yadav
(408) 560-3956
rahul@reqroute.com
http://reqroute.catsone.com/careers/index.php (Click to see MOST Current Openings)
DISCLAIMER: The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer or if you want to be REMOVED please reply with REMOVE in the Subject line of this email
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law (www.reqroute.com). We are committed to providing exceptional experience. To give feedback please email us at support@reqroute.com.
Job Title: Tech Support Agent
Duration: 11 Months+
Location: The Woodlands, Texas Onsite
Job Description
Responsibilities include
• Provide first-line, world-class, “white-glove”, customer service experiences in a call center environment.
• Develop a thorough understanding of patient-centered oncology care, electronic health record and clinical decision workflows, and how Ontada Technology Solutions support these
• Providing first line technical support to Technology Solutions customers
• Assist internal and external customers by phone, email, chat and/or using a ticket management system
• Create a ticket for each customer-interaction or update existing ticket for customer follow-up
• Quickly and accurately determine incident scope and impact
• Document all incident details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Tier 2 and Tier 3 support teams
• Leverage knowledge base, help menu and other tools to support customers in a consistent manner
• Follow up on incidents with customers and internal teams until the incident is resolved
• Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction
Additional Responsibilities
• Support applications on various OS and Devices - computers, laptops, tablets, smart phones
• Follow up on incidents and service requests at pre-defined intervals until resolved
• Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved
• Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings
• Develop an awareness on how the patient portal integrates with other healthcare technology solutions
Minimum Requirements
• Highschool Diploma and 1+ year relevant experience desired
• Shift Details:
o Shift rotation, Monday – Friday, 6:00am - 6:00pm Central
o On-call rotation Thursday – Thursday, 6:00PM – 6:00AM Central
Regards,
Rahul Yadav
(408) 560-3956
rahul@reqroute.com
http://reqroute.catsone.com/careers/index.php (Click to see MOST Current Openings)
DISCLAIMER: The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer or if you want to be REMOVED please reply with REMOVE in the Subject line of this email
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law (www.reqroute.com). We are committed to providing exceptional experience. To give feedback please email us at support@reqroute.com.
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)