Customer Support Specialist

Summary

The Customer Support Specialist is responsible for providing a positive customer support experience while providing first tier communications support utilizing various methods of communications with limited supervision. Responsibilities will include screening and routing users to appropriate assigned areas, creating tickets and escalating to next tier personnel. Position will utilize standard operating procedures and guidelines for prompt resolution of issues. Specialist position requires good interpersonal skills and the ability to work effectively and cooperatively.

Position must also create a professional, respectful work environment to achieve departmental and organizations goals.

• Screen and route users to appropriate assigned areas.
• Create tickets and escalating to next tier personnel.
• Utilize standard operating procedures and guidelines for prompt resolution of issues.

• Knowledge of effective human relation and communication techniques.
• Knowledge of communication devices and equipment.
• Knowledge of general record keeping and filling systems.
• Ability to react and make decisions quickly and accurately in stressful circumstances.
• Ability to quickly sort and prioritize information regarding multiple incidents.
• Ability to remain calm and obtain, retain and analyze information from distraught callers.
• Ability to respond in a calm and effective manner.
• Ability to learn and follow Hospital and departmental policies.
• Ability to learn and follow procedures specified for emergencies such as tornadoes, fires, accidents, and numerous codes.
• Ability to learn radio operation and related communication equipment procedures.
• Ability to retain a multitude of facts.
• Ability to maintain favorable public relations.
• Ability to record relevant information correctly and completely.
• Ability to solve problems and explain work instructions to new operators.
• Ability to learn and overhead page messages in Spanish.

• High School Diploma Graduate or Equivalent (Essential)
• Associate’s Degree in Computer Science (Nonessential)

Full-time on the Evening Shift, Mon – Fri, 2:30pm – 11:00pm.