Help Desk Specialist - Healthcare SaaS

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Requirements:

• Proven working experience in providing Help Desk support.
• Bachelor's degree or equivalent work experience.
• Minimum of 3 years of experience working in Helpdesk/client facing roles.
• Proficient in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace (Docs, Sheets, Slides, Calendar).
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• High level of discretion and confidentiality.
• Strong problem-solving abilities.
• Ability to work independently and collaboratively in a team.
• Working knowledge of help desk healthcare software, SaaS databases, and remote control.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• BS degree in Information Technology, Computer Science, or equivalent.

Responsibilities:

• Provide first level contact and convey resolutions to customer issues.
• Address tickets via phone and emails.
• Utilize expert knowledge of Jira Ticketing Tool.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Recommend procedure modifications or improvements.
• Preserve and grow knowledge of help desk procedures, products, and services.
• Excel in reporting and creating data visualization dashboards.