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IT Customer Service Associate

Company: Satellite Healthcare
Location: Mesa
Posted on: November 20, 2020

Job Description:

The IT Customer Service Associate provides detail-oriented, thorough, and organized customer support to directly assess, document, and resolve customer issues in a timely manner.About Satellite Healthcare

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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 Medicare.gov, 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.

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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.

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

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About the Role

The IT Customer Service Associate provides detail-oriented, thorough, and organized customer support to directly assess, document, and resolve customer issues in a timely manner. 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.

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Essential Functions:
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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


-------------- The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.-- All employees must work in accordance with Satellite's Mission, Vision, and Values of Compassion, Trust, Quality, Innovation, and Teamwork.-- Employees must abide by all Satellite's standards of patient care, patient's rights and ethical treatment, and adhere to safety and quality programs.

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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.

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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.

Minimum Qualifications


  • 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


    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


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    -------------- Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying

    Education:


    BS/BA or equivalent industry experience


    License/Certifications:

    is an equal opportunity employer. . 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.

    . offers a drug free work environment.

Keywords: Satellite Healthcare, Mesa , IT Customer Service Associate, Other , Mesa, Arizona

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