Customer Support Technician Associate
Corewell HealthAbout the role
Job Summary
Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps customers troubleshoot and resolve first-level technical issues or gather and document information for next level support. May assist in recommending procedures and controls for problem prevention. Works in a team setting, sharing information and assisting others with calls.
Essential Functions
- Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Digital Services (DS) contact for Corewell Health users who report technical issues.
- Following the appropriate processes, policies, and procedures, creates concise, timely and detailed written documentation of customer issues including troubleshooting and resolutions or escalations needed.
- Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Remains alert for emerging call patterns as an indicator of trends or systemic issues.
- Looks for opportunities to learn from more experienced Customer Support Technicians.
Qualifications
Required
- High School Diploma or equivalent
- Less than 2 years’ experience in related field
- Customer Service expereince
Preferred
- Associate's Degree/Technical school or equivalent
- Experience with clinical information systems and environments
- Experience working with Epic
About Corewell Health
As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.
How Corewell Health cares for you
- Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
- On-demand pay program powered by Payactiv
- Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
- Optional identity theft protection, home and auto insurance
- Traditional and Roth retirement options with service contribution and match savings
- Eligibility for benefits is determined by employment type and status
Primary Location
SITE - Corewell Health Place - 100 Corewell Drive NW - Grand RapidsDepartment Name
Virtual Health Support - CorporateEmployment Type
Full timeShift
Day (United States of America)Weekly Scheduled Hours
40Hours of Work
8:30 a.m. to 5:00 p.m.Days Worked
Monday to FridayWeekend Frequency
N/ACURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious be
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