Senior Technical Support Representative

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!

Role:

The Senior Technical Support Representative is responsible for the deployment and maintenance of computers, tablets, printers, phone system and smart phones, report development, technical support for telephony and computer systems on an agency wide basis. Liaises with vendors, assists with configuration issues, diagnoses performance problems, and troubleshoots application faults.

Qualifications:

• High School diploma or GED and advanced education/training in technical field
• Minimum of three (3) years of technical IT experience
• Minimum of five (5) years of customer service experience
• Excellent communication (written and verbal), interpersonal, and presentation skills
• Outstanding customer service skills and a dedication to the customer service experience
• Dependable to be at work during assigned shifts and to complete work as expected
• Computer proficiency in common PC applications (Microsoft Office, Outlook, Anti-Virus and Internet Browsers)
• Knowledge of Active Directory
• Computer hardware knowledge
• Demonstrated troubleshooting skills
• Demonstrated experience with hardware and software issues
• Intermittent Driver – Valid driver’s license and automobile insurance per Company policy. Ability to travel off-site to meet business needs
• Able to work independently and efficiently to meet deadlines
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues
• Able to promptly answer support related email, phone calls and other electronic communications
• Self-motivated, detail-oriented and organized

Competencies:

• Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:
• Represent Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe Company's health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within Company.
• Use resources in a fiscally responsible manner.
• Promote Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Job Responsibilities:

• Applies internal call handling procedures and use of ticketing system for management of issue resolution data in order to provide training and support to team.o responds to users requiring technical assistance via phone, electronically or in-persono troubleshoots and resolves technical hardware and software issueso researches questions using available information resourceso advises users on appropriate actiono follows standard help desk procedure so documents resolutions and known issues by updating the internal knowledgebase (Track-It Solutions) and/or communicating with relevant business unitso escalates more…