Solutions Specialist

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their
employees.

The Support Specialist I answers calls, chats, self-service tickets, and emails from Concentra colleagues to provide first level assessment, support, and resolution of hardware, software, and workflow issues with quality customer service to our colleagues. Requires an experienced and knowledgeable Information Technology professional with experience in troubleshooting, installing, supporting, and maintaining hardware, software, access, and workflow issues. When unable to resolve during the initial contact, documents issues to be transitioned to the next tier of support with escalation as appropriate.

Utilize excellent customer service skills to exceed end user expectations. Demonstrate ability and willingness to work a varying shift schedule including overnight shifts, weekends, and holidays as needed in support of our 24x7x365 Solution Center.

• Troubleshoot and resolve technical issues for Concentra colleagues for technology-related issues related to hardware (i.e., laptop, desktop, printer, kiosk, Android, iOS, etc.), software, (i.e., Windows, Active directory, O365, Microsoft Office, Citrix, MFA, healthcare applications, etc.), access (i.e., password reset, account unlock, security role verification, etc.), network/VPN connectivity, and workflow issues using approved tools and documented procedures.
• Analyze end user issues through qualifying and probing questions via phone or chat using remote-control tools (i.e., Bomgar, Zoom, etc.) to view a caller’s screen to pinpoint root cause with a goal of First Contact Resolution (FCR) in accordance with documentation standards.
• Partner with end users by guiding them through problem solving or workflow training processes.
• Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket including creation, updates, and closure of tickets assigned.
• Demonstrate a customer-centric attitude and provide a high level of professionalism and customer
  service on each contact.
• Maintain calm and professional composure in high-pressure situations while maintaining productivity and service levels.
• Maintain established goals regarding call and ticket quality, ticket documentation standards, ticket update frequency, etc. throughout the lifecycle of a ticket.
• Identify and escalate critical and urgent incidents following escalation protocols.
• Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.
• Contribute to the development and maintenance of the knowledgebase and Solution Center procedures to promote continuous improvement and increased First Contact Resolution (FCR).
• Collaborate and interface with all members of the Solution Center as a supportive team player.
• Work efficiently and reliably in unsupervised and varying environments.
• Attend and participate in team meetings.
• Proactively review team and corporate communications issued via email, Zoom, or other communication methods.
• Adhere to policies and procedures such as HIPAA and Concentra security policies to protect data integrity.
• Complete assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested.
• Support the mission and direction of Concentra, both within the Information Services department and throughout the corporation, assist and collaborate with other colleagues, while promoting a positive workplace.

Education Level: High School Diploma or GED
Experience in lieu of required education is acceptable:
Yes

Job-Related Experience

• 2+ years customer service experience
• 1+ years of proven performance in a call center or IT support (i.e., desktop support/field services, Geek Squad, etc.)
• 1+ years’ experience troubleshooting hardware issues on laptops and desktops…