Helpdesk Associate

Join our Patient Portal and Technical Support Service Desk as a front-line Support Agent. In this role, you will be the first point of contact for patients and healthcare users requiring login assistance, troubleshooting, and technical support.

This position operates within a 24/7/365 call center environment dedicated to ensuring our healthcare operations run smoothly. We are committed to your growth; agents participate in ongoing training and development designed to prepare them for next-level support and promotional advancement.

• Inbound Support: Respond to incoming calls regarding workflow issues, application errors, access permissions, and system functionality.

• Issue Resolution: Resolve most incoming technical contacts at the first-level support stage.

• Escalation: Identify and elevate complex technical and application issues to the appropriate tier-two teams when necessary.

• Customer Service: Provide professional, high-quality service by adhering to established scripts, workflows, and corporate policies.

• Continuous Improvement: Identify and suggest potential enhancements to improve the overall patient and user experience.

• Operational Adherence: Remain at your designated workspace and within the phone queue for the duration of an 8-to-10-hour shift (with scheduled breaks).

• Shift Flexibility: Candidates must be shift-flexible. This position requires shift work, including nights, weekends, and holidays.

• Training: Account-specific training is conducted during day shift hours, regardless of your permanently assigned shift.

• Experience: 1 to 3 years of customer service experience (preferably in a contact center or medical environment).

• Problem-Solving: 1 to 3 years of experience analyzing and resolving customer technical issues.

• Communication: Ability to communicate complex technical information clearly to non-technical users.

• Language: Fully bilingual with proficient verbal and written English skills.

• Skills: Strong organizational skills, attention to detail, and proficient typing speed.

• Education: High school diploma or equivalent required.

• Workspace: A quiet, private, and distraction-free workspace.

• Connectivity: High-speed, wired internet connection (ethernet connection required; no Wi-Fi).

• Equipment: A working cell phone available for manager communication and Two-Factor Authentication (2FA).

• Physical Demands: Ability to read text on computer screens for the full duration of an 8-to-10-hour shift.

• Demonstrated customer-first philosophy and strong active listening skills to analyze caller needs accurately.
• Proven ability to work optimally and adapt quickly in a fast-paced environment.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https:///en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email for assistance.