IT​/Customer Service Support Agent; 2nd Shift

Job Description

This candidate will be handling tickets / inquiries and following up versus handling incoming calls through the traditional helpdesk queue. Calls routed to the helpdesk that need follow up will go to this person. End users will be customers / doctors / nurses and not internal people.

• Follow up on tickets and inquiries.

• Coordinate with the Help Desk team and work in tandem with them.

• Manage documentation related to medical workflows.

• Provide high level customer service via phone communication.

• Experience with in medical workflows and customer service.

• Medical office experience or confidence in phone communication and high level customer service.

• Help desk support
• Customer service
• Ticketing system
• Windows
• Phone support

• Monday - Friday 2:30pm - 11:30pm
• Every 4th week will include weekend work with Wednesday/Monday off.
• Onsite for first few days, then work from home with equipment provided.
• Must have high speed unlimited internet to work from home.

Hybrid position in Grand Rapids, MI.

Contract to Hire position based out of Grand Rapids, MI.

Pay range: $18.00 - $18.00/hr.

Benefits:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This position is anticipated to close on Jun 11, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.