What are the responsibilities and job description for the HMIS Help Desk Rep I position at Service Corporation International?
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Provides first line support to end users of SCI's HMIS and Carpoint 2.0 applications as primary phone support for HMIS Help Desk. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service, walk ins, and chat mediums of communication. Ensures all calls received by the HMIS Help Desk are properly handled and escalates issues, as needed, to the appropriate HMIS Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the HMIS Help Desk.
JOB RESPONSIBILITIES
* Acts as a customer service representative for the HMIS Operations Support department; provides phone-based support a minimum of 90% of the time.
* Provides problem resolution support for all HMIS related hardware and HMIS, Carepoint 2.0 application issues that have been received by the HMIS Help Desk.
* Researches and troubleshoots all calls; follows the HMIS Escalation process to escalate calls that cannot be resolved at point of contact to the designated HMIS Help Desk 2 Team. Tracks problem/issue through to resolution.
* Logs 100% of all calls received into SCI's call tracking application and maintains records of all caller interactions; achieves 70-80% first call resolution.
* Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
* Shares critical information with peers to aid in the development of other team member's skills.
* Utilizes the available training materials to educate callers. Broadens knowledge of HMIS, including new enhancements and features, in order to perform duties efficiently.
* Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.
* Assists on site users in HMIS as needed.
MINIMUM REQUIREMENTS
Education:
* Two (2) year degree or technical program.
Experience:
* Two (2) years' experience in technical and operational support for customers in the use of computer hardware and applications via telephone.
Knowledge, Skills & Abilities:
* Strong customer service skills required; able to problem-solve and diagnose complex tasks.
* Working knowledge of Microsoft Windows operating systems.
* Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
* Funeral industry experience desirable.
* Excellent verbal and written communication skills.
* Demonstrated technical aptitude.
* Must be detail oriented.
* Excellent interpersonal skills and comfortable working with people at all levels of the organization.
* Well organized, with the ability to handle multiple tasks simultaneously.
* Must be able to learn new hardware and application technology quickly.
* Must be able to work independently, with minimum direct supervision.
* Must be able to work within the defined procedures and within the schedule provided
* Good coaching and leadership skills.
* Local travel may be required to provide on site HMIS Support as needed.
Postal Code: 90601
Category (Portal Searching): Information Technology
Job Location: US-CA - Whittier
Consider the possibilities of joining a Great Place to Work!
Provides first line support to end users of SCI's HMIS and Carpoint 2.0 applications as primary phone support for HMIS Help Desk. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service, walk ins, and chat mediums of communication. Ensures all calls received by the HMIS Help Desk are properly handled and escalates issues, as needed, to the appropriate HMIS Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the HMIS Help Desk.
JOB RESPONSIBILITIES
* Acts as a customer service representative for the HMIS Operations Support department; provides phone-based support a minimum of 90% of the time.
* Provides problem resolution support for all HMIS related hardware and HMIS, Carepoint 2.0 application issues that have been received by the HMIS Help Desk.
* Researches and troubleshoots all calls; follows the HMIS Escalation process to escalate calls that cannot be resolved at point of contact to the designated HMIS Help Desk 2 Team. Tracks problem/issue through to resolution.
* Logs 100% of all calls received into SCI's call tracking application and maintains records of all caller interactions; achieves 70-80% first call resolution.
* Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
* Shares critical information with peers to aid in the development of other team member's skills.
* Utilizes the available training materials to educate callers. Broadens knowledge of HMIS, including new enhancements and features, in order to perform duties efficiently.
* Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.
* Assists on site users in HMIS as needed.
MINIMUM REQUIREMENTS
Education:
* Two (2) year degree or technical program.
Experience:
* Two (2) years' experience in technical and operational support for customers in the use of computer hardware and applications via telephone.
Knowledge, Skills & Abilities:
* Strong customer service skills required; able to problem-solve and diagnose complex tasks.
* Working knowledge of Microsoft Windows operating systems.
* Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
* Funeral industry experience desirable.
* Excellent verbal and written communication skills.
* Demonstrated technical aptitude.
* Must be detail oriented.
* Excellent interpersonal skills and comfortable working with people at all levels of the organization.
* Well organized, with the ability to handle multiple tasks simultaneously.
* Must be able to learn new hardware and application technology quickly.
* Must be able to work independently, with minimum direct supervision.
* Must be able to work within the defined procedures and within the schedule provided
* Good coaching and leadership skills.
* Local travel may be required to provide on site HMIS Support as needed.
Postal Code: 90601
Category (Portal Searching): Information Technology
Job Location: US-CA - Whittier
Recommended Skills
- Attention To Detail
- Communication
- Computer Architectures
- Coordinating
- Customer Service
- Funeral Services
Salary : $80,000 - $110,000
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