Technical Support Representative

• High School diploma or GED
• Minimum of (1) year customer service experience, preferably in the technical field
• 1 - 2 years of advanced education/training in technical field and/or 1 year technical experience preferred
• Experience with hardware and software issues
• Outstanding customer service skills and a dedication to the customer service experience
• Excellent communication (written, verbal, and presentation), interpersonal and organizational, skills
• Computer proficiency in Microsoft Office
• Dependable to be at work during assigned shifts and to complete work as expected
• Able to work independently and efficiently to meet deadlines
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues
• Able to promptly answer support related emails, phone calls and other electronic communications
• Self-motivated and detail-oriented

• Satisfactorily complete competency requirements for this position.

• →Represent the Company professionally at all times through care delivered and/or services provided to all clients.
• →Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• →Comply with Company policies, procedures and standard practices.
• →Observe the Company's health, safety and security practices.
• →Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
• →Use resources in a fiscally responsible manner.
• →Promote the Company through participation in community and professional organizations.
• →Participate proactively in improving performance at the organizational, departmental and individual levels.
• →Improve own professional knowledge and skill level.
• →Advance electronic media skills.
• →Support Company research and educational activities.
• →Share expertise with co-workers both formally and informally.
• →Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

• →Uses internal call handling procedures and ticketing system for management of issue resolution data.
  • →responds to requests for technical assistance via phone, electronically or in-person at assigned site
  • →diagnoses and resolves technical hardware and software issues
  • →researches questions using available information resources
  • →advises users on appropriate action
  • →follows standard help desk procedures
  • →logs all help desk interactions in detail
  • →redirects problems to appropriate resources
  • →identifies and escalate situations requiring urgent attention immediately

• →Ensures service levels are met with regard to handling calls or other requests.
• →Assists in production of system training which includes user manual preparation and distribution.
• →Assists in IT training as part of Organization’s orientation for all new employees.
• →Assists in the maintenance of various software applications.
• →Assists in various aspects of network administration as assigned.
• →Assists IT management in development and maintenance of policies and procedures relating to IT system.
• →Assists with creation and maintenance of procedure checklists.
• →Remains current with system information, changes and updates.
• →

Performs other duties as assigned.

All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.