Service Desk Analyst I, After Hours Remote - NM, TX or AZ Only

Job Description

Job Description Description:MUST BE AVAILABLE TO WORK WEEKENDS FROM 6:00pm TO 6:00am MSTSpecific work shifts will be confirmed with successful candidates prior to their start date.Apply only if you reside in New Mexico, Arizona, or Texas. ARE YOU GREAT AT TROUBLESHOOTING AND SOLVING PEOPLE'S COMPUTER PROBLEMS OVER THE PHONE?At UnityBPO, you will play an essential role in supporting doctors, nurses, administrative staff and patients in solving their technology and software problems. Our Service Desk Analysts are the first line of resolution for our clients. We help home health/hospice and hospitals across the nation overcome the technology challenges that stand in the way of patient care.WHO WE ARE UnityBPO is a premier Healthcare IT company serving America’s front line healthcare workers and their patients. We are the lifeline for clinicians and patients across the country. We provide excellent customer service, diagnose, and solve people’s technology problems, and are the calm in a storm of healthcare issues. Our environment is open, honest, and focused on our employees’ success. So choose a career path. And rediscover what it's like to enjoy your job. Headquartered in Albuquerque, our staff work from anywhere in New Mexico, Colorado, Texas or Arizona.You must have basic IT troubleshooting skills and problem-solving aptitude to start, and then we train. We pay for earning technical certifications. The position entails working with customers virtually. We have great experience working with stay-at-home parents and retirees. We encourage applicants of all ages and experience, as we do not discriminate.NO QUOTAS NECESSARY – this is NOT a sales job.WHAT WE’RE LOOKING FOR Resolve technical software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures. (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.). Assist multiple clients across different ticketing systems. Quickly and efficiently identify the customer’s specific information. Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved. Using the client-based requirements within the ITIL framework, correctly assign Urgency and Impact to tickets. Provide End-User Electronic Health Record (EHR) usability assistance to clinicians, including, but not limited to doctors, nurses, and therapists. Create an exceptional customer service experience by bringing your polished communications, patience, and empathy for the customer calling. Work independently and effectively while maintaining good team interactions. Partner with team members to ensure that the phones are covered during breaks, lunch, etc. Have flexibility in scheduling to meet the needs of the business. Requirements: Requirements and Preferences High School diploma or G.E.D. equivalent/and or experience. Previous experience in a Customer Service Environment Working knowledge of PC operations and ability to navigate between different desktop applications Excellent verbal and written communication skills. Able to multi-task using multiple systems simultaneously Ability to excel at problem solving – if you like logic puzzles, this is the job for you! Will need to receive feedback and apply it in real-time Ability to adapt to an ever-changing environment *You must complete the Microsoft speed test form and submit the test results to the documented email address in the form ([email protected])https://forms.office.com/r/vmzLwQcps9*. To ensure accuracy, please ensure that your PC is connected to the router using an Ethernet connection. Experience with the Following Strongly Desired CompTIA A+ Certification a plus Knowledge of medical-based terms and phrases Electronic Health Record – EHR experience – working within the EHR a plus What You Can Expect from Us At UnityBPO, we don't just help our clients succeed; we help our employees succeed. Here at UnityBPO, we are a family. We pride ourselves on mutual respect, open communication and hard work. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that UnityBPO is a great place to build your career. Our team members also enjoy: Meaningful Work making a difference in the lives of patients, clinicians, providers and healthcare staff A seat at the table with the ability to engage senior leaders, including the CEO, in your ideas and career Flexibility to work remotely or at the office A CEO who cares, creating a culture that appreciates and takes good care of its people Sound like a good fit? Please take a moment to apply for this position. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO. We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Required qualifications:

• High School diploma or G.E.D. equivalent
• Previous experience in a Customer Service Environment
• Working knowledge of PC operations
• Excellent verbal and written communication skills
• Ability to multi-task using multiple systems
• Ability to excel at problem solving
• Ability to adapt to an ever-changing environment

Desired qualifications:

• CompTIA A+ Certification
• Knowledge of medical-based terms and phrases
• Electronic Health Record (EHR) experience

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