Help Desk Analyst (Virtual/Remote)

April 27

InductiveHealth Informatics

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Stop disease through technology.

51 - 200

Description

• Provide quick and effective assistance to our clients based on the tickets that are assigned to you • Guide clients remotely through issues, questions, and functionality training • Listen attentively to clients’ questions and concerns and offer optimal solutions • Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel • Work with DevOps Engineers and other team members to resolve technical issues • Provide clients with status updates on tickets currently open in the system • Represent InductiveHealth with professionalism and integrity while helping to advance our company mission • Create and maintain help desk and standard operational procedure (SOP) documentation • Enable communication, collaboration, and knowledge transfer between clients and internal cross-functional teams

Requirements

• 2+ years of proven experience in customer service, problem analysis, and devising innovative solutions • 1+ year(s) of hands-on experience troubleshooting software issues with a preference for a technical background • Technical acumen displayed by the completion of a technical boot camp, certification, and/or course • Exemplary customer service skills, showcasing exceptional listening and empathy abilities • Familiarity with enterprise software • Strong analytical, conceptual, and problem-solving skills • Effective multitasking and keen attention to detail • Excellent client relations, presentation, organizational, writing, and communication skills • Ability to communicate with a broad array of individuals from varying technical aptitudes, professional backgrounds, and affiliations • Cool-headed and articulate demeanor when handling challenging client situations • Interest and aptitude for grasping and applying technical concepts • Self-motivated to learn and adapt in a dynamic, fast-paced environment • Self-directed, highly organized, and a team player with a commitment to the provision of quality customer service • Ability to creatively solve problems • Capable of working under tight deadlines and handling multiple projects • Flexibility to work outside of core business hours based on client needs

Benefits

• Motivation: We value initiative-takers and self-starters who want to contribute to the success of our Team and client outcomes. • Curiosity: Seeking to understand and comprehend is critical - we expect and encourage questions to master job duties and grow professionally. • Organization: We are a Team. This means we hold each other accountable and have high expectations for performance and outcomes. • Feedback: "Open and honest" is part of our corporate values that builds a culture of professional growth to support client success. • Impact: Your individual contributions will stop the spread of disease and improve individual, community, and population health outcomes.