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PORTAL SERVICE DESK AGENT I

The Portal Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

KEY RESPONSIBILITIES

The Portal Service Desk Agent will be responsible for, but not be limited to:

• Providing excellent customer service

• Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs

• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed

• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)

• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues

• Adhering to policies and procedures such as HIPAA and client notification expectations

• Attending and participating in team meetings

• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

SKILLS AND EXPERIENCE

• Excellent customer service and communication skills, written and verbal
• Proficient in English to support our clients’ needs. Spanish is a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Ability to work nights and weekends, depending on assigned shift
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims