Customer Support Technician

Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls.

Essential Functions

• Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Information Services (IS) contact for Spectrum Health users who report hardware or software issues.

• Following the appropriate processes, policies and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.

• Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues.

• Documents best practices and triages when appropriate and works with various technical teams to create or to improve documentation, and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases.

• Looks for opportunities to learn from more experienced Customer Support Technicians.

Qualifications

Required

• High School Diploma or equivalent

•  2 year's experience in related field

Preferred

• Associate’s degree /Technical school

• Experience with clinical information systems and environments

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.