Customer Support Technician Associate

Job Summary

Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. Building a general understanding of services provided and departmental functions, helps customers troubleshoot and resolve first‑level technical issues or gather and document information for next level support. May assist in recommending procedures and controls for problem prevention. Works in a team setting, sharing information and assisting others with calls.

Working with direct supervision, in a fast‑paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Digital Services (DS) contact for Corewell Health users who report technical issues. Following the appropriate processes, policies, and procedures, creates concise, timely and detailed written documentation of customer issues including troubleshooting and resolutions or escalations needed.

Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Remains alert for emerging call patterns as an indicator of trends or systemic issues.

Looks for opportunities to learn from more experienced Customer Support Technicians.

• High School Diploma or equivalent.
• Less than 2years’ experience in related field.
• Customer Service experience (preferred).
• Associate’s Degree/Technical school or equivalent (preferred).
• Experience with clinical information systems and environments (preferred).
• Experience working with Epic (preferred).

• Comprehensive benefits package to meet financial, health, and work/life balance goals.
• On‑demand pay program powered by Payactiv.
• Discounts directory with deals on restaurants, phone plans, spas, and more.
• Optional identity theft protection, home and auto insurance.
• Traditional and Roth retirement options with service contribution and match savings.

Site:
Corewell Health, 100 Corewell Drive NW, Grand Rapids.

Full time, Day shift, 8:30a.m. to 5:00p.m., Monday to Friday, 40 hours per week.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.