Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a leader in business and technology services, focusing on improving patient outcomes in the healthcare ecosystem. They are seeking a Clinical Service Desk-Helpdesk agent to handle inbound customer calls related to clinical applications, ensuring timely resolution of incidents in a 24/7 environment.
Responsibilities
- This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls
- All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays
- Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech
- Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
- Responsible for driving resolution of incidents on a 24/7 desk
- Read text on computer screens for the duration of the shift
- Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
- Ensure a quiet, private workspace with high speed, wired internet
- Travel up to 10% of the time, if required
- Lift up to 25 lbs. if needed for equipment setup
- Have a working cell phone for manager communication and Two-Factor Authentication
Skills
- All candidates are required to be shift flexible
- Night, weekend, and/or holiday work will be required
- Schedule can be changed as per client and business requirements or training needs
- Additionally, overtime may be required depending on business requirements
- This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls
- This is a call center environment in which we support our customers 24x7x365
- All candidates will have to be shift flexible
- Shift work is required including nights, weekends, and/or holidays
- Account specific training is conducted during day shift hours, regardless of assigned shift
- Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech
- Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality
- Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
- Responsible for driving resolution of incidents on a 24/7 desk
- Read text on computer screens for the duration of the shift
- Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
- Ensure a quiet, private workspace with high speed, wired internet
- Travel up to 10% of the time, if required
- Lift up to 25 lbs. if needed for equipment setup
- Have a working cell phone for manager communication and Two-Factor Authentication
- Minimum 1 year Healthcare-Healthcare Systems-Customer Service
- Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education)
- Minimum of 1 year of technical troubleshooting experience
- High school diploma or equivalent required
- Experience in a call center environment
- Demonstrate a service philosophy in all interactions with clinicians and colleagues
- Effective communication and interpersonal skills
- Proficient typing and English language skills (both verbally and in writing)
- Strong listening capabilities to fully understand caller's needs / requests
- Exceptional ability to work optimally in a fast-paced environment
Benefits
- We offer a full comprehensive benefits package that starts from your first day of employment.
Company Overview
NTT DATA, Inc. is a trusted global innovator of business and technology services. It was founded in 1988, and is headquartered in Plano, Texas, USA, with a workforce of 10001+ employees. Its website is https://us.nttdata.com.