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Advocate Aurora Health · 2 days ago

Technical Support Phone Agent (Remote)

United States

Full-time

Remote

Entry Level

$23.65/hr - $35.50/hr

1+ years exp

Advocate Aurora Health is the third-largest nonprofit, integrated health system in the United States, providing care under various names across multiple states. They are seeking a Technical Support Phone Agent to provide exceptional customer service, troubleshoot issues, and assist customers with technical problems related to software and hardware.

Health Care

H1B Sponsor Likely

Responsibilities

Always provides exceptional customer service.  This includes treating everyone with respect and dignity.  Demonstrates patience and positivity when working with others in alignment with organizational values

Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications

Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve. Escalates unresolved interactions appropriately

Documents all relevant customer interaction information thoroughly in the service management system

Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to “close” the ticket and maintain a successful call closure rate

Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI)

Performs routine procedures to remedy issues or when requested

Escalates unresolved issues to second-tier support. Keeps customers informed of the status of their request if an immediate remedy is not available

Assists with providing technical hints and tips to proactively assist customers

Adherence to all Advocate Health Policy and Procedures

Qualification

Customer serviceTechnical aptitudeCall tracking systemAnalytical skillsProblem-solving skillsInterpersonal skillsWritten communicationVerbal communicationTeamworkConfidentiality

Required

High School Graduate or equivalent

Typically requires 1 year of experience in customer service, call center, or Service Desk support

Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system

Strong technical aptitude with the ability to learn quickly and support software applications

Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology

Ability to manage multiple priorities in a dynamic work environment

Analytical and problem-solving skills

Strong written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level

Ability to use/manage a standard multiple-line telephone system

Ability to maintain confidentiality and work as a team

Ability to determine issues that may have an adverse business impact if not properly escalated

Must be able to sit for extended periods of time

Must be able to perform fine hand manipulation when using a keyboard

Ability to independently work in a remote work environment free from distractions

Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required

Benefits

Paid Time Off programs

Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

Flexible Spending Accounts for eligible health care and dependent care expenses

Family benefits such as adoption assistance and paid parental leave

Defined contribution retirement plans with employer match and other financial wellness programs

Educational Assistance Program

Company

Advocate Aurora Health

Glassdoor3.7

Advocate Aurora Health is a Healthcare

Founded in 2018

Milwaukee, Wisconsin, USA

10001+ employees

https://www.advocateaurorahealth.org/

H1B Sponsorship

Advocate Aurora Health 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

2024 (1)