SME Computer User Support Specialist handling deployment of IT solutions and providing technical assistance. Delivering 24/7 technical support across various locations with a focus on user satisfaction.
About the role
- Customer Service Representative handling phone inquiries from Sanford Health members and providers. Assessing case complexity, providing resolutions, and promoting self-service options.
Responsibilities
- Provide effective and efficient handling of phone calls from or to Sanford Health members, providers, and colleagues.
- Quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone call inquiries.
- Respond to customer questions via inbound and outbound telephone calls and written correspondence.
- Partner with other Sanford Health departments as needed to coordinate on inquiries requiring in depth research.
- Promote the usage of self-service to callers as appropriate.
- Provide end-user support including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable.
- Ensure compliance with all corporate data administration rules and data security standards.
Requirements
- High school diploma or equivalent preferred; bachelor's degree is preferred.
- Minimum of one year experience in providing customer service.
- General computer skills including the ability to use the range of Microsoft products (MS Office, Outlook/Exchange).
- General organizational and proficient problem solving skills.
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