Technical Support Representative chez Curry Health Network

JOB SUMMARY

The Technical Support Representative plays a critical role in ensuring our CHN Staff have a positive experience with CHN’s Health Information Technology products and services. The Technical Support Representative will be responsible for assisting senior IT support staff with end user device deployment, and customers with technical issues, troubleshooting problems, while providing excellent customer service. This is an entry-level position ideal for individuals with a passion for technology and a desire to grow their skills in a dynamic and supportive environment.

ESSENTIAL FUNCTIONS

Customer Support: Respond to customer inquiries promptly and professionally via email, phone, and service desk application. Troubleshoot and resolve technical issues related to our products or services. Provide clear and concise explanations to customers regarding their concerns or questions.

Technical Assistance: Assist senior support staff with installation, configuration, and deployment of CHN software or hardware. Collaborate with senior support staff to escalate complex issues when necessary. Keep up-to-date with product knowledge and updates to provide accurate assistance.

Documentation and Reporting: Document customer interactions, issues, and resolutions accurately in the Service Desk Application.  Collaborate with the team to identify common issues and contribute to the creation of knowledge base articles and FAQs.

Customer Feedback: Gather customer feedback and suggestions to help improve our products and services. Advocate for the customer by providing insights to product development teams.

Team Collaboration: Work closely with the Technical Support team to share knowledge and best practices. Attend regular training sessions to enhance technical skills and product knowledge. Participate in IT meetings.

SHARED VALUES

Service:           We serve with compassion and understanding.

Teamwork:     We are one team – each one of us makes a difference.

Curiosity:        We promote learning.

Integrity:         We live by honesty, trust, and doing the right thing by our organizational values.

MINIMUM JOB REQUIREMENTS

Education & Experience

• High school diploma or equivalent is required; some college coursework in a related field is a plus.

Required Knowledge, Skills & Abilities

• Strong passion for technology and a willingness to learn.
• Excellent communication skills, both written and verbal.
• Customer-centric attitude with a commitment to delivering outstanding customer service.
• Basic troubleshooting skills and the ability to follow technical instructions.
• Team player with a positive and adaptable attitude.
• Drivers license to support different locations.

PHYSICAL REQUIREMENTS

 Physical Demands

 On-the-job time is spent in the following physical activities:

None of the time: Taste or Smell

Up to 1/3 of the time: Stand, Push, Pull, Stoop, kneel, crouch or crawl, stand, walk

From 1/3 to 1/2 of the time: None

Up 2/3 of the time and more: Sit, talk or hear, Use hands

This job requires that weight be lifted, or force be exerted as follows:

None of the time: Up to or more than 100 pounds

Up to 1/3 of the time: None

From 1/3 to 1/2 of the time: Up to 50 pounds

Up to 2/3 of the time and more: None

This job has special vision requirements as follows:

Close, distance, peripheral, depth perception and the ability to adjust focus.

Work Environment

 This job requires exposure to the following environmental conditions:

None of the time: We, humid conditions, Work near moving mechanical parts, Fumes or airborne particles, Toxic or caustic chemicals, Extreme cold, Extreme heat, Risk of Electrical shock, work with explosives, risk of radiation, vibration

Up to 1/3 of the time: Outdoor weather conditions

From 1/3 to 1/2 of the time: No requirement

The typical noise level for the work environment is quiet to moderate noise.

Hearing requirements: ability to hear instructions, ability to hear alarms on equipment.

This job requires the following repetitive motion actions:

0 hours: No requirement

From 1 – 2 hours per day: Repetitive use of foot control

From 3-4 hours per day: Grasping firm/heavy, Fine dexterity

From 5-6 hours per day: Grasping simple/light

From 7+ hours per day: Repetitive use of hands