Application Help Desk Rep I (HMIS)

If you are interested in this job and need more details, please send me (Revika) your resume on Revika.Dsouza@lancesoft.

com and call / text me on 703-889-6631. Thanks!

Job Title : Application Help Desk Rep I (HMIS)

Location : Houston TX 77007

Duration : 06 Months Contract

Hours : 11 : 00 AM - 08 : 00 PM / 08 : 00 AM - 05 : 00 PM (Mon - Fri)

Job Description :

• Works as a team member of the Application Service Desk / Help Desk to provide front line end user support.
• Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication.
• Ensures all calls received by the APPLICATION Service Desk / Help Desk are properly handled and escalates issues, as needed, to the appropriate APPLICATION Service Desk / Help Desk 2 Team.
• May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Service Desk / Help Desk

Specific Responsibilities :

• H100% APPLICATION Customer Support
• Acts as a Service Desk / Help Desk representative for the APPLICATION Operations Support department and provides phone-based application support a minimum of 95% of the time.
• Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Service Desk / Help Desk 2 Team.
• Tracks problem / issue through to resolution by opening a ticket for each caller.
• Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 80% first call resolution or higher.
• Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high-volume environment.
• Shares critical information with peers to aid in the development of other team member's skills.
• Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently.
• Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.
• THIS POSITION IS NOT A PASSWORD RESET, DESKTOP SUPPORT, HARDWARE SUPPORT OR NETWORK / LAN SUPPORT POSITION.

CORE / CRITICAL COMPETENCIES :

Promote Innovation

Comes up with new ways to look at problems and processes in their work.

Achieve Results

• Works productively with minimal supervision; achieves work objectives in a timely manner.
• Works to resolve routine problems promptly and effectively.

Display Adaptability

• Is open to new and different ways to accomplish work.
• Responds positively and productively to new initiatives or changes in priorities.

Communicate Effectively

• Conveys facts and information clearly in written and spoken communications.
• Shares viewpoints and information openly and listens attentively to others' ideas and suggestions.
• Communicates in a timely and effective manner with manager.

Collaborate with Others

• Proactively contributes to group objectives; volunteers to help others as needed.
• Welcomes ideas and input from others.

Build Productive Relationships (Internal / External)

• Relates to others in open and helpful manner; consistently treat others with respect.
• Maintains composure in challenging situations.

EDUCATION / EXPERIENCE / MINIMUM REQUIREMENTS :

Education :

Two (2) year degree or technical program.

Experience :

Two (2) years' experience in technical and operational support for customers in the use of computer hardware and applications via telephone.

Knowledge, Skills & Abilities :

• Strong customer service skills required; able to problem-solve and diagnose complex tasks.
• Working knowledge of Microsoft Windows operating systems.
• Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
• Funeral industry experience desirable.
• Excellent verbal and written communication skills.
• Demonstrated technical aptitude.
• Must be detail oriented.
• Excellent interpersonal skills and comfortable working with people at all levels of the organization.
• Well organized, with the ability to handle multiple tasks simultaneously.
• Must be able to learn new hardware and application technology quickly.
• Must be able to work independently, with minimum direct supervision.
• Must be able to work within the defined procedures and within the schedule provided.
• Good coaching and leadership skills.

WORK CONDITIONS : Work Environment

Work Environment

• Work indoors during all seasons and weather conditions.
• Professional Dress is required.

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently.

Physical Demands

Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage.

Work Hours

• Working beyond "standard" hours as the need arises including shift work and weekends on a rotated basis.
3 days ago