Corewell Health
CustomerSupportTechnicianAssociate
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“Customer Support Technician Associate at Corewell Health. Skills: technical advice, guidance, training, troubleshoot, root cause analysis, problem prevention, knowledge database maintenance, call tracking database maintenance, service restoration analysis. Provides technical advice, guidance and formal or informal training to customers using hardware and software programs.. Helps colleagues troubleshoot and restore service or gather and document information for next level support.”
What You'll Achieve.
meeting or exceeding the defined levels for service and customer satisfaction
Industry & Context.
troubleshoot; root cause analysis; problem prevention
Must be able to work in a hybrid capacity and can come to our Grand Rapids site for training, MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category.
What They're Looking For.
Must Have
High School Diploma or equivalent, Less than 2 years’ experience in related field, Must be able to work in a hybrid capacity and can come to our Grand Rapids site for training
Nice to Have
Associate's Degree/Technical school or equivalent, Experience working with clinical information systems and environments, Experience working with Epic, Experience in customer service
What You'll Do.
Provides technical advice
guidance and formal or informal training to customers using hardware and software programs.
Helps colleagues troubleshoot and restore service or gather and document information for next level support.
Helps perform root cause analysis and develop checklists for typical problems.
May assist in recommending procedures and controls for problem prevention.
Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution.
May request procedures (or changes to procedures) for problem prevention and control.
Works in a team setting
sharing information and assisting others with calls.
Serves as the first point of Digital Services (DS) contact for Corewell Health users who report hardware or software issues.
timely and detailed written documentation of activities related to service requests
which include incidents
requests and change orders.
Utilizes general knowledge of services and departmental functions
along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users.
Performs service restoration analysis to facilitate the quick return of functionality to users
even when the cause of an issue is not yet determined or fixed.
Remains alert for emerging call patterns as an indicator of trends or systemic issues.
Documents best practices and triages when appropriate and works with various technical teams to create or to improve documentation
and controls to prevent future problems.
Contributes to the maintenance and support of both the knowledge and call tracking databases.
Looks for opportunities to learn from more experienced Customer Support Technicians.
How You'll Work.
Team & Collaboration
Helps colleagues troubleshoot and restore service or gather and document information for next level support.; Works in a team setting, sharing information and assisting others with calls.; May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation.; Works with various technical teams to create or to improve documentation, and controls to prevent future problems.; Looks for opportunities to learn from more experienced Customer Support Technicians.
Communication Scope
good listening
Full Job Description
We are looking to hire two (2) direct hire, fixed-term Customer Support Technicians. These roles have an expected timeline of about 8 months and may be extended depending on workload and performance evaluations. ## Job Summary Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls. ## Essential Functions * Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Digital Services (DS) contact for Corewell Health users who report hardware or software issues. * Following the appropriate processes, policies and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders. * Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for e
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