Job Description

Responsible for screening, referring and diagnosing internal or external inquiries and work requests as they relate to maintenance of personal computers and related systems. May assist in performing minor troubleshooting in the identification of applicable problems relating to PCs, applications software and basic information systems communications.

Education: High school diploma, vocational training or equivalent Experience:

Entry level experience Knowledge/Skills: May have knowledge of a wide variety of software, hardware and PC operating systems is preferred.

The Technical Help Desk Technicians is responsible for second-level support for all standard software and hardware, ordering, handheld devices, and enabling and activating CSOS Certificates. This position provides an effective diagnostic evaluation of end-user Pharma Customer needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers satisfaction.

The position also requires effectively delivering technical training and support needs for other personnel and customers over the phone. Support and demonstration of the iLead and iCare values and expectations for customer support and satisfaction are fundamental to this team to provide an effortless customer experience and one call resolution.

Schedule:
Shift times will vary between the hours of Monday-Friday 7am-9pm

Key Responsibilities
Responsible for the remote support to users with technical problems and information technology issues experienced by Pharma Customers using client ordering systems.

Provide technical resolution that includes but is not limited to the following:
Identify, research, and resolves technical problems, timely response to telephone calls and Chat Support,
email and personnel requests for technical support.
Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce
Escalate important or reoccurring issues causing impact to Service Levels to the department Business Analysts and Team Leads
Work in various inbound call queues as assigned by Workforce Management
Able to function independently and produce results that meet standards of quality, timeliness, and acceptability
Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance)
Special projects and other duties as assign
Minimum Qualifications
2+ years experience working in a Help Desk call center environment
Technical degree or technical certification/certificate
Remote Desktop Troubleshooting
Technical support, customer service, and software or mobile device support experience.
Strong customer service and troubleshooting skills
Ability to communicate technical information verbally to a wide range of end-users (i.e. internal employees, hospitals, VA, and retail customers)
Strong attention to detail, with a focus of rapport-building, listening and questioning
Ability to communicate technical information to both technical and nontechnical audiences
Good written and oral communication skills
Working knowledge of MS Word, Excel, Outlook, and PowerPoint.
Experience using Salesforce and/or knowledge of creating help desk tickets.

First 4 weeks ONSITE - Training 8:30 am to 5 PM
Permanent schedule will be determined at the end of training (anywhere from starting at 7 am and ending at 9 pm

Work location & Type:

Permanent schedule WFH, coming into office only for meetings or training

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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• Dice Id: 10110693
• Position Id: 947934

Job Tags

Permanent employment, Contract work, Remote job, Shift work, Monday to Friday,

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