CSM Technician; Field Services

Key Responsibilities and Duties

• Create an exceptional customer service experience by bringing your polished communications, patience and empathy to the customer.
• Resolve in-depth technical PC software and hardware problems by utilizing logical problem‑solving skills and referencing documented processes and procedures. (Microsoft Office, Win
  10, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).
• Provide trouble shooting assistance to clinicians, doctors, nurses and other caregivers and ensure their inquiries are resolved effectively.
• Effectively use remote assistant tools, including knowledge base, to diagnose customer issues to resolved within target time limits.
• Take pride and responsibility to meet or exceed targeted performance metrics and objectives.
• Change is consistent in our environment and your adaptability to these changes is critical to our success.
• Your ability to learn effectively and apply multiple types of training platforms including classroom, on the job, web based, and job shadowing is essential to perform as expected.
• Use your innovative analysis ability to contribute to ongoing process and procedure improvements to enhance the customer experience.
• Appropriately document all required information into the ticketing system.
• Proactively identify opportunities to improve the environment and culture.
• Effectively escalated unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.

• High School diploma or G.E.D equivalent and at least one-year experience supporting, troubleshooting and repairing PCs.
• Working knowledge of PC operations which includes hardware, software, network settings, operating systems and MS Office applications is required.
• Excellent verbal and written communication skills.
• Must be able to lift/transport moderately heavy objects, such as computers, and peripherals up to 50 lbs.
• Flexibility to work off schedule when needed.
• Must keep Unity BPO, patient, and client information confidential.

• CompTIA A+ certification preferred.
• Healthcare environment experience preferred.
• Knowledge of medical-based terms and phrases are a definite advantage.

• Integrity, honesty and personal responsibility.
• Values employees and can genuinely articulate their positive contributions.
• Values teamwork and understands the importance of collaboration.
• Strong listening and comprehension skills.
• Ability to work independently, proactively and creatively while exercising sound judgment in a fast‑paced and results‑driven environment.
• Strong written and verbal communication skills.
• Analytical skills with high degree of accuracy.
• Ability to adhere to strict federal and business compliance and confidentiality rules.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

Unity BPO is an equal opportunity employer. Decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, or national origin.