Technical Support Service Desk-REMOTE

Req ID: 

387464

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

Position Overview:

We are seeking a Technical Support Service Desk Associate to join our healthcare team and provide exceptional support to our customers. This role involves providing comprehensive support technical assistance to our healthcare customers. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes. 

All candidates must demonstrate shift flexibility. This includes weekend, and holiday work as required. Schedule adjustments may be made based on client and business needs or training requirements. Additionally, overtime may be required depending on business demands. 

NTT DATA Services is dedicated to improving customer outcomes by creating efficiencies across the healthcare ecosystem. As a recognized leader in the healthcare space, the company delivers targeted segment solutions, including patient interactions, technical and clinical service desk, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management, and policy administration. In addition to these solutions, NTT DATA Services offers core managed infrastructure, application, and business process services. 

Duties and Responsibilities:

This position will be a part of our Technical Support Service Desk.  The support is for all contact types including phone, email, chat, and self-service. This is a call center environment in which we support our customers 24x7x365. Agents will engage in on-going training and development to prepare them for next-level support and promotional advancement. 

• All candidates will have to be shift flexible. Shift work is required including weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.   
• Respond promptly to all incoming contacts. These contacts may include, but are not limited to, workflow issues, application errors, access problems, and functionality concerns. Achieve a high-resolution rate with over 90% of issues being resolvable at first contact. 
• Provide professional and high-quality customer service to our customers through adherence to scripts, workflows and compliance with corporate policies and procedures. 
• Escalate complex technical and application issues to the appropriate teams when necessary. 
• Identify areas for improvement in processes, products, or services. Deliver exceptional customer service to all callers by addressing their needs promptly and effectively. 
• Monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail. 
• Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to10-hour shift, with scheduled breaks. 
• Maintain a quiet, private workspace equipped with high-speed, wired internet to ensure optimal performance and productivity. 
• Ensure possession of a functional cell phone for manager communication and Two-Factor Authentication to maintain security and effective communication. 

Preferred Qualification:

• 1 to 3 years of customer service experience, preferably within a contact center or healthcare setting. 
• 1 to 3 years of experience in customer problem analysis and resolution. 
• Strong ability to convey complex technical concepts in a clear and understandable manner to non-technical audiences. 
• Exceptional organizational skills with a keen attention to detail. 
• High school diploma or equivalent is required  
• Maintain daily availability on Microsoft Teams, consistently review emails, and stay up to date with all learning materials distributed. 

Nice to Have; (But not a must)

• Experience working in a call center environment.  
• Commitment to delivering exceptional service in all interactions 
• Strong communication and interpersonal skills 
• Proficiency in typing and English language skills, both verbal and written 
• Demonstrated ability to actively listen, assess caller needs, and take appropriate action 
• Proven ability to thrive in a fast-paced environment. 
• Strong bilingual skills in both written and spoken English and Spanish 

Basic Qualifications

Minimum 1 year Healthcare Customer Service experience

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is $37,944-$71,300. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance. 

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA Services