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IT Customer Service Associate

Company: Satellite Healthcare
Location: Mesa
Posted on: September 3, 2020

Job Description:

Providietechnical assistance and support to clinicians, physicians, and corporate employees with computer systems, hardware, or software issues.IT Customer Service Associate

About Satellite Healthcare

Satellite Healthcare is more than simply a dialysis company. Since our founding in 1974, we have become the industry's leader in personalized quality care: 70% of our centers earn 4- and 5-star ratings from Medicaid and, far ahead of all other providers. Our success in caring for patients can be attributed to our mission, our not-for-profit structure, and our people. Together, they create a powerfully patient-centered organization.

Our mission is clear: to make life better for people living with kidney disease. Because we are a non-profit, we can pursue that mission with all our resources, united by our passion for patient care. As part of our commitment to continuous improvement, Satellite Research explores new ways to elevate the effectiveness and delivery of dialysis therapy. And Satellite Wellbound is leading the industry in home dialysis because better outcomes and quality of life are our highest priority. We are also substantial contributors to community and philanthropic kidney initiatives.

Across our organization, we share a single mission - to make life better for those living with kidney disease. Watch our video to learn more about our mission.

About the Role
We are seeking a detail-oriented, thorough, and organized customer support representative to join our growing team. In this position, you will be responsible for providing technical assistance and support to clinicians, physicians, and corporate employees with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Customer Service Associate Duties and Responsibilities:

  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Respond to clinical staff queries by phone, email and Service Now ticketing system
  • Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
  • Document internal procedures
  • Ask educated questions and listen to clinical and corporate staff to determine the root cause of issues
  • Work through the problem-solving process with clinicians or corporate employees, empowering them to do the same in the future
  • Run diagnostics to resolve problems
  • Report significant and recurring issues to the tier-2 support team
  • Collect feedback to determine patterns and issues such that they can resolve or FAQs can be provided to the customer to ease in troubleshooting

    Customer Service Associate Requirements and Qualifications:

    • BSc/BA or equivalent industry experience
    • At least 5 years' experience as a Help Desk Technician or other customer service role
    • Ability to diagnose and resolve fundamental computer/technical issues
    • Keen attention to detail, a memory of patterns, and interest in problem-solving
    • Friendly, helpful, cooperative, energetic, and customer-centered attitude

      Knowledge, Skills & Abilities:

      • Strong application troubleshooting skills; must be able to ask questions that drive to the discovery of a problem

      • Must be able to track down and test resolutions
      • Develops and maintains a working knowledge of new and existing products

        • Knowledge of Microsoft Active Directory account management and Microsoft Outlook 365

          • Excellent written and verbal communication skills
          • Must be flexible to work different shifts as needed
          • Ability to travel occasionally
          • Must be a team player
          • Provide helpdesk and technical support either by phone, remote access, or site visits

            About You

            Making life better for those with kidney disease is a mission you can embrace fully and passionately. You want to learn about your patients beyond just their time in treatment. You know the value of compassion, commitment and especially collaboration. You believe in continuous improvement as a way of looking at everything. You pursue goals with determination and build long and productive professional relationships.

            What You Will Gain

            Relationships: You will work directly with a multi-disciplinary team who are just as passionate as you about making a difference in others' lives. You will also work alongside leaders who believe leading means serving; they support you in providing care that is unsurpassed in our industry.

            Impact: The care you provide will enable our patients to live a better life that meets their needs holistically.

            Growth: A Satellite career offers a lot of challenges, but also the support and leadership to learn and grow from each one. Here, the paths you find for fulfilling your aspirations don't need to be linear if that's your choice. With everything Satellite is doing to be a force for progress in the industry, you have many options before you.

            Satellite Healthcare, Inc. is an equal opportunity employer. Satellite Healthcare, Inc. does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

            Satellite Healthcare, Inc. offers a drug free work environment.

Keywords: Satellite Healthcare, Mesa , IT Customer Service Associate, Hospitality & Tourism , Mesa, Arizona

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