Stoltenberg Service Desk Residency Program
Stoltenberg Consulting
Overview:
At Stoltenberg Consulting, we do not just implement software applications, we solve the problems that are associated with continued support. We help clients transform technology to optimize the way they deliver healthcare to give their facilities a competitive edge in patient care efficiency, safety, and cost of care.
We have worked with over 250 healthcare organizations to provide low-cost, high-value healthcare IT solutions. Our clients range from large academic medical centers and specialty hospitals to small community hospitals and critical access facilities nationwide.
Attaining our clients' goals comes first. We are experts at matching the right skilled team with project needs. For each client, we make a company-wide commitment to add value with quality health IT services that not only meet, but exceed expectations. This commitment has fueled our continued client references and 4X Best in KLAS awards.
Position Summary:
Full Time
The Stoltenberg Service Desk Residency Program incorporates healthcare technology to provide 24/7x365 Tier 1+ support training. Upon completion of the program, residents will provide customer support that meets and exceeds Service Level Agreements (SLAs) that are established by the industry and our clients. We follow ITIL processes to achieve continuous improvement for the desk. Over the course of the program, residents will gain knowledge of the internal and external processes utilized within a hospital or healthcare system. Your ability to learn and consume both the processes and technology components used in healthcare are of great importance and value to key stakeholders, patients, and providers within these organizations. The program will provide you training to accomplish both in an expedited manner. The initial focus will be learning the following:
- How to triage end-user issues, utilizing the skills learned in our education sessions to determine if the issue can be resolved at Tier 1 level or if it needs to be escalated to Tier 2.
- Utilize customer service guidelines as outlined in training to provide pleasant and helpful steps as part of issue resolution.
- Become very familiar with client provided knowledge base information and client specific procedures to resolve issues.
- Learn different technical applications through the training provided to solve desktop trouble shooting.
- Adapt to and utilize several software applications systems such as Remedyforce and 8x8, which are deployed to all service desk agents.
Key Responsibilities:
- Respond to end-user questions or issues regarding clinical aspects of applications, such as workflow issues, application errors, user access, etc.
- Receive, analyze, and process support requests submitted by end users, like master files and category list modifications, smart lists, text, note support, etc.
- Create, track, close, or escalate incident tickets and related issues in a timely manner.
- Understand client's latest configurations and changes to software modules.
- Assist client with end-user support during go-live implementations.
- Identify, research, and resolve technical problems.
- Answer and handle calls from end users.
- Document, track, and monitor problems to ensure timely resolution.
- Provide daily Tier 1 support to end users on a variety of hardware and application issues, escalating to support teams as necessary.
- Handle approximately 6-8 calls per hour from clients and utilize ticketing system provided to document the details of the ticket during the call.
- Read and educate yourself on all new information regarding a client system. This may at times require after-hours reading to stay informed.
- Must be timely and arrive for shift on average on time or 5 minutes early ready to work.
- Adhere to the service desk code of conduct policy.
Qualifications:
- Prior experience working experience in a healthcare facility is a plus but not required.
- Prior customer service role and skills are preferred.
- Must have strong customer service skills and the ability to troubleshoot and solve problems.
- Requires excellent written and oral communication skills.
- Maintain a pleasant, positive, and professional demeanor.
- Be able to work under pressure.
- Strong multitasking skills are a must.
- Must hold a strong ability to assess a situation, show good judgment, and resolve conflicts.
- Be attentive to details with excellent follow-through skills.
- Display a desire to exceed expectations with every interaction.
- Hold basic knowledge and experience with Microsoft Office products and the internet.
- Must be willing to work a flexible schedule, including evenings, weekends, holidays and an occasional night shift if needed.
Please complete the form at the top of the page to apply.
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