IT Help Desk Agent Job at Vaco LLC
Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.
The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.
Job Summary:
- The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role.
- Competitive pay with full benefits (medical, dental, vision, HSA, 401k, PTO, and more.)
- Occasional after-hours, weekend, and holiday work may be required in this role.
- We have openings for all shifts (1st, 2nd, and 3rd), weekend availability is a plus!
Roles and Responsibilities:
- Ticket/Issue Escalations for assigned call center
- Accurately process and record call transactions using a computer and designated tracking software
- Assist with last minute coverage needs
- Review customer's information and determine the issue by evaluating and analyzing the symptoms
- Deliver service and support to end-users, including via remote connection or over the Internet
- Research required information using available resources
- Follow standard processes and procedures
- Follow up and make scheduled call backs to customers where necessary
- Stay current with email, team chats, system information, changes, and updates
- Follows proper escalation procedures as defined by management
- Ensure customers receive prompt, accurate and courteous service
Education and Experience:
- 1-2 years of experience in the Information Technology and/or Call Center field preferred
- 2-year Associates degree or equivalent experience is desired.
Required Skills and Abilities:
- Proper phone etiquette and effective listening skills
- Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
- Knowledge of customer service principles and practices (ITIL training a plus)
- Medical/clinical terminology is preferred, but not required
- Must be able to sit for long periods of time
- Experience supporting software computer applications and equipment from a remote helpdesk environment
- Experience with mobile device support (iPhone and Android)
- Must be a team player and build good working relationships across all functions of the company
- Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
- Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
- Need to be flexible, adaptable, and possess creative problem-solving skills
Travel Requirements:
- None.
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law, Vaco believes that the following salary range reasonably estimates the base compensation for an individual hired into this position in geographies that require pay range disclosure: $16 - $20/hour.
Vaco, LLC ("we," "our," or "Vaco") respects your privacy and is committed to providing a transparent notice of our Notice at Collection and Privacy Policy for California Residents. This Notice and Privacy Policy for California Residents applies solely to those who reside in the State of California ("consumers" or "you"). For additional details, click here.
California residents may also access Vaco's HR Notice at Collection for California Applicants and Employees.
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
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