Clinical Help Desk Support - REMOTE at NTT DATA

Halifax Regional Municipality, Nova Scotia, Canada -

Full Time

Start Date

Immediate

Expiry Date

16 Feb, 26

Salary

0.0

Posted On

18 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Clinical Applications, Technical Troubleshooting, Service Desk, Call Center, Effective Communication, Interpersonal Skills, Typing Skills, Listening Skills, Fast-Paced Environment, Customer Support, Incident Management, Workflow Issues, Application Errors, User Access, Functionality, High Speed Internet

Industry

IT Services and IT Consulting

Description

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 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

Responsibilities

Handle inbound customer calls related to clinical applications and support healthcare customers. Track, document, and resolve incidents in a timely manner while maintaining a quiet workspace.