Patient Portal Service Desk Agent I

Make a difference. Be happy. Grow your career.

Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

Level: An Experienced Para-Professional (S2) requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Responsibilities typically include:

• Works under moderate supervision.
• Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures.
• Communicates information that requires some explanation or interpretation.
  
  

Typical Title: Helpdesk CoordinatorPORTAL SERVICE DESK AGENT I

The Portal Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

Key Responsibilities

The Portal Service Desk Agent will be responsible for, but not be limited to:

• Providing excellent 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 customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• 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
  
  

SKILLS AND EXPERIENCE

• Excellent customer service and communication skills, written and verbal
• Proficient in English to support our clients’ needs. Spanish is a plus
• 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
  
  

Additional Details

• Working in Madison, WI, is not required, but preferred.  Trips to the Nordic Home Office in Madison, WI will be expected 
• Ability to travel up to 5% of the time