Req ID: 345897

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now

We are seeking a Technical Support Service Desk Associate to join our healthcare team and provide exceptional support to our customers. This role involves providing comprehensive support for healthcare patient portal applications and offering technical assistance to our healthcare customers.

The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes.

 All candidates must demonstrate shift flexibility. This includes night, weekend, and holiday work as required. Schedule adjustments may be made based on client and business needs or training requirements. Additionally, overtime may be required depending on business demands.

NTT DATA Services is dedicated to improving patient outcomes by creating efficiencies across the healthcare ecosystem. As a recognized leader in the healthcare space, the company delivers targeted segment solutions, including patient interactions, technical and clinical service desk, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management, and policy administration. In addition to these solutions, NTT DATA Services offers core managed infrastructure, application, and business process services.

Day to Day Job Duties: 

This position will be a part of our Technical Support Service Desk.  The support is for all contact types, including phone, email, chat, and self-service. This is a call center environment in which we support our customers 24x7x365. Agents will engage in ongoing training and development to prepare them for next-level support and promotional advancement.

• All candidates will have to be shift flexible. Shift work is required, including nights, weekends, and/or holidays. Account-specific training is conducted during day shift hours, regardless of assigned shift.  
• Respond promptly to all incoming contacts. These contacts may include, but are not limited to, workflow issues, application errors, access problems, and functionality concerns. Achieve a high-resolution rate with over 90% of issues being resolvable at first contact.
• Provide professional and high-quality customer service to our customers through adherence to scripts, workflows, and compliance with corporate policies and procedures.
• Escalate complex technical and application issues to the appropriate teams when necessary.
• Identify areas for improvement in processes, products, or services. Deliver exceptional customer service to all callers by addressing their needs promptly and effectively.
• Monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail.
• Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to 10-hour shift, with scheduled breaks.
• Maintain a quiet, private workspace equipped with high-speed, wired internet to ensure optimal performance and productivity.
• Ensure possession of a functional cell phone for manager communication and Two-Factor Authentication to maintain security and effective communication.

Basic Qualification: 

• Strong bilingual skills in both written and spoken English and Spanish
• 1 to 3 years of customer service experience, preferably within a contact center or healthcare setting.
• 1 to 3 years of experience in customer problem analysis and resolution.
• Strong ability to convey complex technical concepts clearly and understandably to non-technical audiences.
• Exceptional organizational skills with a keen attention to detail.
• High school diploma or equivalent is required 
• Maintain daily availability on Microsoft Teams, consistently review emails, and stay up to date with all learning materials distributed.

Nice to Have; (But not a must) 

• Experience working in a call center environment.
• Commitment to delivering exceptional service in all interactions
• Strong communication and interpersonal skills
• Proficiency in typing and English language skills, both verbal and written
• Demonstrated ability to actively listen, assess caller needs, and take appropriate action
• Proven ability to thrive in a fast-paced environment.

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About NTT DATA 

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.  Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.