for Techone Staffing in Downey, CA
Client Support Services includes the responsibility to provide help desk support of POINT web based applications, responding to telephone inquiries from other KP business units and ensures issues and problem reports are properly documented and triaged.
Scope of the project: Ongoing support
Top 3 preferred skills: customer service, user application processing, ACD experience
Top 5 daily responsibilities: answering phones, processing user applications, answering emails, updating reports, triaging and updating issue tickets
Who will contractor report to: CSS Lead/Sr. Analyst
Will they have any direct reports: No
Top 3 preferred personality traits: Excellent interpersonal skills, positive/optimistic outlook, helpful nature
Will the contractor be working in a medical facility more than 50% Y/N: No
• Provide help desk support of 100+ web based applications to a large interregional user base.
• Respond to email and telephone inquiries from other business units regarding access to our applications and services, login help and report issues.
• Manage user access to the system utilizing internal security procedures.
• Receive and respond to incoming user requests and reporting of bugs in the system.
• Create, update and maintain user profiles.
• Create incident tickets through an in-house service tracking tool, triage appropriately and ensure that ongoing follow-up continues with the user and internal staff until the incident/request has been closed.
• Participate in various meetings and exchange knowledge between groups.
• Update SharePOINT sites with appropriate customer service documentation
• Properly classify requests based on client input
• Ask proper questions to ensure minimum information has been received from the requestor
• Create and evaluate reports using Excel or proprietary web-based applications
• Updates policies and procedures necessary to address compliance and regulatory needs
• Other responsibilities as required to maintain the Client Support Services area.
Position Requirements
• Making application resolution a primary focus of one's actions;
• Develops and sustains productive client/user relationships.
• Actively seeks information to understand client/user circumstances, issues, expectations and needs.
• Considers how actions or plans will affect patient care level applications; responds quickly to meet user needs.
• Understands the importance of confidentiality.
• Excellent customer service skills, troubleshooting skillsQuick learner with the ability to learn new applications i.e. Vizio, MS Project, RoboHelp
• High level organization and clerical skills
• Use of documentation and electronic filing systems
• Ability to communicate effectively with others in a professional manner with empathy and patience
• Intermediate skills in Microsoft Office (Word, Excel, PowerPoint)
• Ability to understand and apply regulatory compliance standards
Working Environment -
Normal office environment. Early morning, evening or weekend work as scheduled. The ability to multi-task with multiple calls and/or interruptions. Business casual attire
EDUCATION
High School Diploma or GED. Bachelor’s Degree in related field- Desired
Vandana Prakash
Techone Staffing
7901 Stoneridge Drive
#403
Pleasanton, CA 94588
Phone: (408) 894-8100
Fax: (408) 894-8101
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