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Overview

Jackson Healthcare and our family of companies provide healthcare systems, hospitals and medical facilities of all sizes with the skilled and specialized labor and technologies they need to deliver high quality patient care and achieve the best possible outcomes - while connecting healthcare professionals to the temporary engagements, contract assignments and permanent placement employment opportunities they desire.
Headquartered in metro Atlanta, we're powered by more than 2,600 associates and over 20,000 clinician providers covering all 50 U.S. states.
Our mission is to improve the delivery of patient care and the lives of everyone we touch. This includes the patients, clinicians and healthcare executives we work with through our companies every day, as well as our communities, the nonprofit organizations we support and each associate who is part of our family.
We're always looking to add new talent to our teams. We value diverse professionals at all levels and across multiple disciplines and areas of expertise, who have strong leadership skills, align with our culture, and are committed to excellence.

As an IT Support Center Specialist at Jackson Healthcare, you will play a crucial role in delivering top-notch customer service and technical support, troubleshooting and resolving customer inquiries and issues. You will interact with customers from multiple companies via various channels, including phone, email, and chat, and provide them with solutions, information, and support to ensure that issues are resolved to their satisfaction.ESSENTIAL RESPONSIBILITIES:

Customer Interaction:

• Provide timely and accurate responses to customer inquiries and technical support requests through phone, email, chat, or other designated channels.

• Listen actively to customer concerns, assess their needs, and offer solutions or guidance accordingly.

• Maintain a friendly, empathetic, and professional attitude while assisting customers.

• Ask technical questions and explain technical issues in a way that less technical people will easily understand.

Issue Resolution:

• Diagnose and troubleshoot technical problems described by customers.

• Identify and escalate complex issues to the Operations team.

• Follow up with customers to provide regular updates, and to ensure their issues have been resolved to their satisfaction.

Product Knowledge:

• Acquire and maintain an understanding of the company's supported software applications.

• Learn and become proficient in IT services provided to Jackson Healthcare companies.

• Stay up to date with product updates and feature changes, ensuring customers receive current information and training if needed.

Documentation:

• Document customer interactions and issue resolutions accurately in the Support Center IT Service Management system (ServiceNow).

• Keep all incident and request tickets updated with thorough, detailed information.

• Maintain detailed records to facilitate knowledge sharing and reporting.

• Produce informative and helpful Knowledge Base articles, in order to assist customers in resolving their own issues and understanding technology that improves productivity.

Team Collaboration:

• Collaborate with team members and escalate issues to supervisors when appropriate.

• Share customer feedback, common issues, and improvement suggestions with the team to enhance service quality.

• Provide meaningful input of ideas for improving customer service, timely resolution of technical issues, and ways to address recurring issues to prevent them in the future.

• Assist in the onboarding process for new team members, sharing training, best practices and knowledge.

Quality Assurance:

• Adhere to established support center processes and guidelines.

• Participate in regular quality assessments and training programs to enhance skills and knowledge.

• Actively seek learning opportunities and share that information with the team.

QUALIFICATIONS - EDUCATION, WORK EXPERIENCE, CERTIFICATIONS:

• Bachelor's degree in Computer Science or Information Technology preferred.

• 3 - 5 years of prior experience in customer service, technical support, or a related role.

• Experience working with IT ticketing systems such as ServiceNow, Zendesk, Zoho Desk, and/or BMC Helix ITSM

• Basic IT Certifications (ServiceNow Practitioner Support Specialist, Security+, Net+, or other related certification) preferred.

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and a patient, customer-centric approach.

• Ability to explain technical issues in a way that non-technical people will easily understand.

• Ability to work in a fast-paced, team-oriented environment.

• Flexibility to work various hours, including participation in after-hours support rotation with the Support team that may include evenings, weekends, and holidays, as needed.

KNOWLEDGE, SKILLS, AND ABILITIES:

Self-Development:

• Has a broad range of expertise and understanding of the Company's objectives.

Resourceful:

• Applies Company policies and procedures to resolve a variety of issues.

Innovation:

• Handles problems of a moderate scope requiring a review of a variety of innovative factors.

Quality:

• Optimal results are submitted with less corrections. Management will oversee work to identify areas of improvement.

Decision-Making:

• Exercises judgement within defined procedures for best results.

Communication:

• Effective communication builds productive internal and external working relationships.

Teamwork:

• Receives little instruction on daily work and new assignments and engages with the team.

Technical:

• Demonstrates solid working knowledge of core technical skills and systems. Independently completes standard technical tasks and applies best practices. Troubleshoots routine technical issues.

TRAVEL REQUIREMENTS & WORKING CONDITIONS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; write; type; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and smell.

• The employee must frequently lift and/or move up to 50 pounds.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.