The Solutions Center Agent is responsible for ensuring that our customers enjoy “Remarkable Results” each time they contact us for help. The agent will receive requests for help or assistance through the phone, email, tickets, fax, and sometimes in person.  They should be able to using Linear Problem solving techniques to address customer issues and follow processes and procedures for consistent results.  More specifically, the Solutions Center Agent will perform the following job duties:

ü  Monitor phone queue and receive phone calls from all types of customers with issues or requests.

ü  Use Linear Problem solving to diagnose and resolve customer issues.

ü  Resolve issues from clients that include HIM department users, physician users, Radiology users, facility IT personnel, and others.  Issues could include PC troubleshooting, application troubleshooting, connectivity troubleshooting, user password issues, networking issues, and special request among others.

ü  Resolve issues from remote workforce to include PC troubleshooting, application troubleshooting, connectivity troubleshooting, user password issues, and the like.

ü  Resolve issues from corporate users from one of our office locations or from remote tele-workers.  Issues could include PC troubleshooting, application troubleshooting, connectivity troubleshooting, user password issues, and the like.

ü  Manage the ticket queues and properly assign tickets to the appropriate party using tools provided.

ü  Self assign tickets of all types to ensure the Solutions Center team ticket queue remains at a low volume of unclosed tickets.

ü  Perform Server updates as required on remote servers. 

ü  Review and update policies and procedures each week to ensure knowledge is updated and transferred to all team members.

ü  Work on special projects as they become available.  Special projects might include working on a special request for a customer, helping the team create tools or process, and other special requests from other teams or departments.

ü  Other tasks and duties as required.

The candidate should possess the following skills and experience:

ü  At least four years of combined technical experience in the following areas:  Technical Skills in Networking/Security, Hardware, Software including Windows Operating Systems, Microsoft Office, Anti Virus software and techniques, ticket management systems, remote desktop support software, and web applications.

ü  Must be flexible and able to cover schedules to include weekdays, weeknights, weekends, and overnight shifts.

ü  Problem solving and analytical skills including linear troubleshooting techniques.

ü  Possessing an understanding of the typical workflow at hospitals, clinics, and Radiology departments is a plus.

ü  Excellent and professional communications skills are required.  You must be able to work directly with customers in a professional manner.

ü  At least two years of help desk and support experience

ü  Bachelors degree in technology or equivalent preferred