Customer Support Tech Associate

Job Summary

Customer Support Technician will be responsible for receiving calls, messages, and emails from patients who need assistance with our virtual health applications including MyChart, TytoCare, video visits, and more. Most of the support will be via phone calls.

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 colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. 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 hardware or software issues.
• Following the appropriate processes, policies, and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.
• 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 or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues.
• Documents best practices and triages when appropriate and works with various technical teams to create or to improve documentation, and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases.
• Looks for opportunities to learn from more experienced Customer Support Technicians.

Qualifications

Required

• High School Diploma or equivalent
• Experience working in Customer Service
• Experience working with Epic

Preferred

• Associate's Degree /Technical school or equivalent
• Experience with clinical information systems and environments

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, pet 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 Rapids

Department Name

Digital Virtual Health Support

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

9:00 a.m. to 5:30 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

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