HMIS Help Desk Rep

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Provides initial point of contact to end users support of SCI’s proprietary industry applications. Applies professional customer service and technical skills to resolve user inquiries. Communicates with users via incoming phone calls, e‑mails, and chat mediums to appropriate resolves issues or escalates. Logs inquiries, records issues, resolutions, and escalations in customer service ticketing system.

• Applying professional customer services skills, listens to users’ application issues and diffuses irate users.
• Asks probing questions to understand actions and ascertain root issue.
• Provides user with accurate information and corrective action, which may involve detailed step‑by‑step instructions, screen sharing, referencing training materials to educate callers, and emailing job aids to user.
• Achieves SLA metrics.
• Initiates issue tracking in customer service application; records issues, resolutions, or escalations.
• Responsible for monitoring issues through resolution, including escalations.
• Manages own call queue and adheres to the ready/no‑ready time. Adjusts priorities when call volume or hold time exceeds standard.

• Learning to apply knowledge and skills to the business environment.
• Works under guidance with work samples reviewed for accuracy, quality, and coaching.
• Completes routine work following established procedures and complying with regulations and policies; escalates non‑routine issues for assistance.
• Exhibits accountability for behaviors and ensures compliance with local, state, and federal regulations.
• Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager.
• Adjusts effectively to work within new work structures, processes, requirements or cultures.
• Continually broadens application and hardware knowledge in order to perform duties efficiently. Attends training on application enhancements and features.

• Education:
  
  High School Diploma or GED.
• Experience:
  
  At least two (2) years’ technical end‑user support experience resolving business applications and system issues over the telephone.

• Ability to quickly learn new applications and hardware.
• Technical aptitude.
• Working knowledge of Microsoft Windows operating systems;
  Proficient MS Office Suite skills.
• Professional written, verbal, listening, and customer service communication skills.
• Ability to build professional and trusting business relations over the telephone and with colleagues.
• Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
• Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management.
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self‑motivated.

Work Environment:
Comply with Corporate dress code policy, Punctuality, arrive to work on time, Adherence to breaks and lunches schedule.

Work Postures:
Continuous periods of time sitting, frequently up 6 hours;
Climbs stairs to access buildings.

Physical Demands:
Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage.

Work Hours:

Weekend and holiday work required, working beyond “standard” hours as the need arises.