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HMIS Help Desk Rep I
7 Sep 2022
Req No: dro IT-109
Job Title: HMIS Help Desk Rep
Location: Houston, TX 77019
Duration: 3 - 6 Months
Hours: Business Hours(Mon - Fri)
Provides first line support to end users of HMIS application as primary phone support for HMIS Help Desk.
Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication.
Ensures all calls received by the HMIS Help Desk are properly handled and escalates issues, as needed, to the appropriate an HMIS Help Desk Rep II.
May address assigned responsibilities outside of phone support as required to meet the overall objectives of the HMIS Help Desk.
Job Responsibilities May Include:
Acts as a customer service representative for the HMIS Operations Support department; provides phone-based support a minimum of 90% of the time.
Provides problem resolution support for all HMIS related hardware and HMIS application issues that have been received by the HMIS Help Desk.
Researches and troubleshoots all calls; follows the HMIS Escalation process to escalate calls that cannot be resolved at point of contact to the designated HMIS Help Desk Rep II.
Tracks problem/issue through to resolution.
Logs 100% of all calls received into SCI's call tracking application and maintains records of all caller interactions; achieves 70-80% first call resolution.
Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
Shares critical information with peers to aid in the development of other team member's skills.
Adheres to the call metrics as defined by the HMIS Help Desk's Service Level Agreement (SLA).
Utilizes the available training materials to educate callers.
Broadens knowledge of HMIS, including new enhancements and features, in order to perform duties efficiently.
Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.
Must have two (2) year degree or technical program. Four (4) year degree in Information Technology or related field preferred.
Demonstrated competency or previous related experience will be considered in lieu of degree requirement
A minimum of 2 years' experience in technical and operational support for customers in the use of computer hardware and applications via telephone is required.
Additional experience in troubleshooting, installation, configuration and maintenance of computer technology and related hardware preferred
Knowledge, Skills & Abilities:
Strong customer service skills required; able to problem-solve and diagnose complex tasks.
Working knowledge of Microsoft Windows operating systems.
Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
Funeral industry experience desirable.
Excellent verbal and written communication skills.
Demonstrated technical aptitude.
Must be detail oriented.
Excellent interpersonal skills and comfortable working with people at all levels of the organization.
Well organized, with the ability to handle multiple tasks simultaneously.
Must be able to learn new hardware and application technology quickly.
Must be able to work independently, with minimum direct supervision.
Must be able to work within the defined procedures and within the schedule provided
Good coaching and leadership skills.
Work indoors and outdoors during all seasons and weather conditions
Limited amount of local and/or multiple location traveling required
Professional Dress is required when in contact with families.
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7 September 2022
Call Centre / Customer Service