Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Incident Management Help Desk Support Active Directory Escalation Management Citrix Systems Desktop Support Allscripts EHR 3rd Party Systems Integration Help Desk Support Automatic Call Distributor ServiceNow Customer Experience Improvement Communication Studies

Other Skills

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Quality Assurance
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Time Management
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Problem Solving

Roles & Responsibilities

Excellent English communication skills with experience in international voice support (global clients) - inbound/outbound
L1 desktop troubleshooting experience (Citrix, AD management, office/desktop) and familiarity with third-party application support
24x7 voice support experience and willingness to work shifts including non-weekend time; able to log into ACD
Ticketing/incident management experience using CASD, Remedy, SNOW; knowledge of incident lifecycle and related KPIs

Requirements:

Provide L1 (and occasional L2) support for Allscripts applications, focusing on desktop and third-party application issues and ticket catch/dispatch
Handle calls, emails, and tickets to ensure quick resolutions with daily follow-up to closure
Work in a 24x7 shift environment; log into and monitor the ACD throughout the shift
Manage incident lifecycle and ticketing using CASD/Remedy/SNOW; track KPIs such as AHT, hold time, ASA, quality, CSAT, aging tickets and escalations

MEDHOST

About MEDHOST

MEDHOST is a provider of market-leading enterprise, departmental and healthcare engagement solutions to healthcare facilities nationwide. Our integrated product portfolio includes intuitive, cloud-based solutions, including YourCareEverywhere, a robust health and wellness consumer engagement platform. Our broad offering of hosting, outsourcing, marketing and consulting services are changing how clinicians and hospital leaders work and collaborate, while generating notable operational improvements. MEDHOST delivers value by enabling hospitals of all types and all sizes to better manage the business of healthcare across the care continuum while meeting evolving regulatory requirements.

Founded: 2018

Company size: 501 - 1000

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Job description

ob Requirement:

Excellent English communication skills.
Required with an experience in international voice profile (global clients) - Inbound/Outbound (technical support). Preferably US.
Experience with at least L1 Desktop troubleshooting. The role will require L1 ServiceDesk skills as the team only manages L1 troubleshooting for Desktop and third-party application support, the team resolves 60-65% of all issues.
2.5 years of experience (preferable)
Experience working in 24X7 voice support function.
Ready to work in shifts with non-weekend Weekly offs is a requirement for this role.
Experience working on ACD (Automatic call distributor) would be preferable.
Ticket management experience - Preferable with experience in ticketing tools like CASD, Remedy, SNOW etc. Incident management and information on Incident life cycle is a must.
L1 Experience working on Citrix, AD management, office/desktop trouble shooting will be required.

Job description:

Apart from the above Job Requirements (which will roll into the job description) there are some other business imperatives that are a part of the role.

The team supports B2B clients. i.e., We induct work through calls/emails/tickets from Hospitals & group of clinics
The team works in shifts which requires to log into the ACD throughout the shift. A usual shift will be of 9 hour which includes – 8 hours of login and 1 hour of break.
Daily work would consist of L1 and L2 support for Allscripts applications.
Daily work would consist of L1 troubleshooting only for Desktop and third-party application support, the team is majorly into catch and dispatch of issue tickets.
A usual day consists of taking calls, working on emails & tickets to ensure quick resolution is given to the caller and daily follow up on tickets to closure.
KPIs/KRAs/Goals majorly consists of AHT, Hold time, ASA, Quality, Customer Satisfaction survey scores, Ageing tickets, Escalation(error) management & Absenteeism.