UNITY BPO INC - Technical Service Desk Analyst, After Hours Remote - NM, TX or AZ Only

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.

• 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.
• Must have flexibility in scheduling to meet the needs of the business.

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]) [email protected]***. 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

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.