HMIS Help Desk Rep I
Company: Service Corporation International
Posted on: August 2, 2022
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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
Keywords: Service Corporation International, Whittier , HMIS Help Desk Rep I, Other , Whittier, California
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