Patient Portal and Technical Support Service Desk Associate
New
N
NTT DATAHealthcare IT
MexicoFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Bilingual (speaking & writing); English language skills (both verbally and in writing)
- Experience
- 1 to 3 years of customer service, preferably in a contact center environment or medical environment; 1 to 3 years of experience analyzing and solving customer problems.
- Required Skills
- Problem SolvingCustomer serviceActive listeningTechnical support
Requirements
- Be bilingual in speaking and writing.
- Have 1 to 3 years of customer service experience, preferably in a contact center or medical environment.
- Have 1 to 3 years of experience analyzing and solving customer problems.
- Communicate technical information clearly to non-technical users.
- Have strong organizational skills and attention to detail.
- Have a high school diploma or equivalent.
- Be shift flexible; night, weekend, and/or holiday work is required, and schedules may change based on client, business, or training needs.
- Be available for account-specific training during day shift hours, regardless of assigned shift.
- Maintain a quiet, private workspace with high-speed wired internet.
- Remain at a designated workspace and in the phone queue for an 8- to 10-hour period, with scheduled breaks.
- Have a working cell phone for manager communication and two-factor authentication.
- Read text on computer screens for the duration of the shift.
Responsibilities
- Respond to incoming patient portal and technical support service desk calls about workflow issues, application errors, access, and functionality.
- Provide professional customer service to patients and users while following scripts, workflows, and corporate policies and procedures.
- Provide front-line technical support, including login and technical assistance.
- Escalate complex technical and application issues to the appropriate teams.
- Identify and suggest improvements to the patient experience.
- Participate in ongoing training and development for next-level support.
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