Position: Customer Service Team Leader RESPONSIBILITIES: Respond to requests for IS services in person, via phone, or electronically Collect information required to resolve client issues Ensure all help desk interactions are logged, tracked, and completed Diagnose and resolve basic hardware and software issues Research client questions using available information resources Communicate with client on actions being taken to resolve their issue and expected results Develop and maintain standard help desk procedures for the organization Define and maintain processes to escalate complex problems to appropriate resource in a timely manner Identify and appropriately escalate situations requiring urgent attention Enhance and maintain processes and tools to track/route problems and requests and document resolutions Coordinate activities with applications, technical support, training, and project management team leaders Prepare activity reports and regularly report to management on CS function performance Stay current with client system information, changes and updates REQUIRED SKILLS: Three to five years experience in Help Desk/customer service setting Ability to interact effectively with people at all levels of an organization Ability to prioritize and track multiple tasks Strong oral and written communication skills Strong computer skills, particularly with Microsoft desktop software Knowledge of relevant call tracking applications Knowledge and experience with customer service best practices PREFERRED SKILLS: Proven ability to effectively provide one on one training Relevant experience as Help Desk or Customer Service team leaderHospital/healthcare environment experience
Apply to this job