End User Support Specialist

Position: End User Support Specialist

Location: Nashville, TN (hybrid)

Duration: 6-month contract with possibility of extension

Start Date: Aug 1st

Job Description:

• This specialist provides first level of support to at home colleagues who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other teams to understand specific support needs for applications and systems.

Qualifications:

• Bachelor's degree preferred
• 1 year customer service experience
• Strong written and verbal communication abilities.

Responsibilities:

• Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other at Home teams to understand specific support needs for applications and systems.
• Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.
• Investigates problem, determines cause and takes action necessary to resolve the issue and verifies resolution.
• Processes service management catalog requests that include, but not limited to, Physician and Facility entry, Mobile Device Orders and other clinical application requests.
• Adapts to process and procedure changes as communicated to promote a world class support organization.
• Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
• Stays informed about specific application and system changes that are being made at Home by working with appropriate application and technology teams.
• Encourages teamwork through cooperative interactions with co-workers.

In this role you will learn these systems:

HomeCare HomeBase (Clinical Application)

ServiceNow (Ticketing System)

Tangoe (Mobile Device Application)