Summary: The Customer Support (Procurement) role involves providing IT technical support primarily over the phone, addressing desktop applications, network troubleshooting, and clinical application support. The position requires timely problem-solving, documentation of issues, and effective communication with customers to ensure satisfaction. The role is remote and includes on-call support during non-business hours. Candidates should possess a strong commitment to customer service and the ability to work both independently and as part of a team.

Key Responsibilities:

• Diagnose and solve computer-related issues using IT knowledge and problem-solving skills.
• Apply appropriate solutions to resolve IT incidents at first contact in a timely manner.
• Provide maximum customer service and issue ownership.
• Log and document troubleshooting steps and solutions in accordance with knowledgebase practices.
• Escalate incidents to the appropriate support team when necessary.
• Communicate with customers, providing status updates and follow-ups.
• Report trends and undocumented issues to supervisors and other IT teams.
• Complete additional tasks and projects as assigned by Service Desk leadership.

Key Skills:

• Six months of related experience.
• Combination of experience and/or technical certifications may substitute for educational requirements.
• Knowledge of computer, printer, and network troubleshooting and installation procedures.
• Ability to diagnose and troubleshoot Microsoft products.
• Experience solving issues with healthcare/clinical applications.
• Commitment to client values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfilment, and Fun.
• Ability to work in a team environment and independently.
• Superior customer service skills and phone etiquette.
• Excellent documentation skills.
• Availability for evening, weekend, and holiday coverage as needed.

Salary (Rate): 17.61

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT