01 Jun
Tech Support II
Oregon, Salem , 97301 Salem USA

At WelbeHealth, we make the impossible, possible for underserved seniors. We do this through utilizing and developing cutting-edge healthcare and well-being service products especially for seniors and their families. Now is your chance to join our talented team that delivers unparalleled creative healthcare, insurance, social support and more to seniors. We create senior well-being through our courage to love, pioneering spirit and shared intention. These values permeate everything we do. At WelbeHealth, you’ll help inspire that magic by enabling our teams to push the limits of healthcare and well-being experiences and create the never-before-seen!The Information Technology & Services (IT&S) Customer Support Specialist will be responsible for answering customer queries and resolving issues via appropriate channels, maintain knowledge of WelbeHealth’s products and services, obtain customer feedback, and provide training when applicable. He or she will collaborate with other IT&S teams and Service Desk partner to assist in finding and communicating solutions for complex hardware/software issues and respond to high ticket/call volumes. Their responsibility is to stay up to date on company products and how they work to best help customers with their questions. An ideal candidate will demonstrate excellent time management skills and be passionate about customer service, should be great brand ambassadors, and are willing to go the extra mile to ensure customer satisfaction. The Customer Support Specialist will collaborate effectively with colleagues and stakeholders to promote the WelbeHealth values, team culture and mission.Duties & Responsibilities:Tackling and resolving problems in technical systems with skill, accuracy, and excellent customer service

Promptly responding to customer queries via appropriate communication channels including, but not limited to, email, live chat, video, phone, and ticketing systems

Immediately escalating serious complaints or issues to Customer Service Manager

Liaising with teammates and appropriate stakeholders to find the best solutions to customers’ issues

Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible

Maintaining a polite, helpful, and professional manner always

Familiarizing yourself with new products and services as they are introduced

Help build and improve upon Service Desk processes

Provide training to new customer service specialists

Complete all required documentation in a timely and accurate manner

Protect privacy and maintain confidentiality of all company procedures and information about employees, participants, and families

Follow WelbeHealth policies and procedures and participate in any required Quality Improvement activities, staff training and meetings

Other duties as assigned

Qualifications & Requirements:Bachelor’s degree or higher in an information systems and technology field, computer science, or equivalent experience required

Prior customer service experience using a ticketing software, such as ServiceNow, supporting enterprise software solutions as well as desktop, laptop, tablet, and mobile device hardware and software required

An understanding of Agile or project management concepts

ITIL foundation preferred

Minimum 2 years of experience in a hardware and software Technical Customer Service or Service Desk position in an organization with more than 500 supported personal devices

Minimum 2 years of experience in a fast paced, healthcare organization

Minimum 2 years of experience with service desk support and escalation processes and solutions required

Minimum 2 years of experience supporting personal device hardware and software in a Microsoft environment including Windows and 365 applications.

On-premise and cloud based environment support experience preferred

Experience or familiarity supporting enterprise software solutions required

Experience or familiarity with electronic health record software a plus

Experience or familiarity with supporting mobile device platforms including Android, Windows, and iOS a plus

Passionate about customer service and the ability to deal with challenging customer conversations under pressure

Excellent written and verbal communication skills

Track record of building strong relationships with customers

Excellent consulting and analytical skills (easily able to provide synthesis and structure for large amounts of data and information, so that executive team can make informed decisions)

Demonstrated ability to effectively plug into various functions within an organization, learning on the fly and diving into the details when needed

Deep commitment to helping unlock the potential of our most vulnerable seniors

COVID-19 Vaccination PolicyAt WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all of our employees and proof of vaccination prior to employment is required.Our Commitment to Diversity, Equity and InclusionAt WelbeHealth, we embrace and cherish the diversity of our team members, and we're committed to building a culture of inclusion and belonging. We're proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.


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