Customer Support Operations

Role & responsibilities

• Addresses and resolves incidents and requests with quality documentation; logs all incidents and requests in Service Central; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Takes ownership of issues and actively facilitates resolution of reported incidents.
• Uses the appropriate product categorization for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met.
• Ensures the best end-to-end customer experience and provides a single point-of-contact for the customer.
• Empowered to create unique customer service experiences that reflect highly on the company.
• Responsive to the expressed and unexpressed needs of our customers.
• Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all Company customers including but not limited to employees, patients, and their families.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
• Increases general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
• Uses Service Central Templates when available to ensure accurate and necessary information is obtained.
• Build relationships with other IT&S teams through frequent constructive communication.
• Exhibit exceptional customer support best practices.
• Consistently contributes to team discussions/communications and provides constructive input.
• Actively identify and reports areas where processes can be simplified or improved.

Engages other resources to resolve incidents that are beyond the scope of their ability or responsibility