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Nordic Global · 1 month ago

Clinical Service Desk Agent I

US - National

Full-time

Hybrid

Entry Level

2+ years exp

Nordic Global is a company dedicated to providing exceptional support services, and they are seeking a Clinical Service Desk Agent I. The role involves delivering technical support to employees, diagnosing issues, and ensuring timely resolution of problems related to hardware and software systems.

Information ServicesInformation Technology

H1B Sponsor Likely

Responsibilities

Providing a high level of professionalism and customer service

Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs

Taking end user calls regarding questions or issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed

Walking end user through problem solving or workflow process

Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)

Quickly identify and escalate high-priority issues to appropriate team

Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues

Maintaining and expanding knowledge of help desk procedures and services

Making good faith effort at resolving more complex ends user issues

Collaborating and interfacing with all members of the Service Desk

Working efficiently and reliably in unsupervised and varying environments

Adhering to policies and procedures such as HIPAA and client notification expectations

Attending and participating in team meetings

Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Qualification

Customer serviceCall center experienceHealthcare terminologyEHR knowledgeTyping skillsEnglish proficiencySpanish proficiencyProblem solvingCommunication skillsAttention to detailTeamwork

Required

2+ years customer service experience required

1 + years' experience working in a call center required

Basic understanding of Healthcare Terminology and Basic IT competencies required

Excellent customer service and communication skills, written and verbal

Ability to maintain calm and professional composure in stressful environments

Proficient in English to support our clients' needs

Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills

Ability to apply problem solving skills across repetitive tasks

Ability to work nights and weekends, depending on assigned shift

Strong attention to detail and ability to organize

Must be able to work independently, as well as within a team environment

Must demonstrate and embody Nordic's maxims

Preferred

EHR knowledge and/or experience, preferred

Working in Madison, WI, is not required, but preferred. Trips to the Nordic Home Office in Madison, WI will be expected

Company

Nordic Global

Nordic Global is an information technology company.

Founded in 2010

Louisville, Kentucky, USA

1001-5000 employees

https://www.nordicglobal.com

H1B Sponsorship

Nordic Global has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (6)

2024 (10)

2023 (1)

2022 (3)