Healthcare - Clinical Service Desk: Technical

hace 2 semanas

Guadalajara, México NTT DATA A tiempo completo

**Req ID**: 227439

We are currently seeking a
**Technical Training Senior Analyst**to join ourClinical Service Deskteam. This position will work onsite at our office located in

**Job Responsibilities Include**:

- This position will be a part of our Provider Clinical Service Desk, as a Service Desk Trainer primarily handling inbound customer calls first, then developing and training new and seasoned agents. This is a call center environment in which we support our customers 24x7x365
- Produce training material that encompasses the current state of the accounts we support and develop as our support scope evolves
- Quality assurance including call / incident auditing and customer care training
- Ability to train to a schedule, PRN, and provide agent coaching with professionalism and compassion
- Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
- Responsible for driving resolution of incidents on a 24/7 desk
- Read text on computer screens for the duration of the shift
- Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks
- Travel up to 10% of time, if required
- Lift up to 25 lbs. if needed for equipment setup

**Basic Qualifications**:

- Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e. 2 years of work experience and 2 years of technical education)
- Minimum of 1 year of technical troubleshooting experience
- High school diploma or equivalent required

**Preferred Skills**:

- Experience in a call center environment
- Demonstrate a service philosophy in all interactions with clinicians and colleagues
- Strong communication and interpersonal skills
- Proficient typing and English language skills (both verbally and in writing)
- Strong listening capabilities to fully understand caller's needs / requests
- Exceptional ability to work optimally in a fast-paced environment

**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.**

INDHCLSMC

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