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HMIS Help Desk Rep I

Houston, Texas
Job Type
7 Sep 2022
Job Description

Req No: dro IT-109

Job Title: HMIS Help Desk Rep

Location: Houston, TX 77019

Duration: 3 - 6 Months

Hours: Business Hours(Mon - Fri)

Job Description:
  • 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 Environment:
  • 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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  • Job Reference: 706380041-2
  • Date Posted: 7 September 2022
  • Recruiter: LanceSoft INC
  • Location: Houston, Texas
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent