End User Support Specialist

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Position: End User Support Specialist

Location: 100% Remote but needs to live in the Nashville area

Duration: 6-month contract with possibility of extension or conversion (possibility of converting after 3)

Start Date: Aug 1st

Job Description:

• This specialist provides first level of support to at home colleagues who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other teams to understand specific support needs for applications and systems.
• During the first 2-3 months, you will receive comprehensive training designed to familiarize you with the overall system and clinical applications, equipping you with the skills needed to excel in your role.
  • HomeCare HomeBase (Clinical Application)
  • ServiceNow (Ticketing System)
  • Tangoe (Mobile Device Application)
  • etc.

Minimum Qualifications:

• Bachelor’s degree preferred
• 1 year customer service experience
• Strong written and verbal communication abilities.

Responsibilities:

• Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other client Healthcare at Home teams to understand specific support needs for applications and systems.
• Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.
• Investigates problem, determines cause and takes action necessary to resolve the issue and verifies resolution.
• Processes service management catalog requests that include, but not limited to, Physician and Facility entry, Mobile Device Orders and other clinical application requests. 
• Adapts to process and procedure changes as communicated to promote a world class support organization.
• Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
• Stays informed about specific application and system changes that are being made at the organization at Home by working with appropriate application and technology teams.
• Encourages teamwork through cooperative interactions with co-workers.

For over 16 years, Medasource has established and maintained relationships that are designed to meet your IT staffing needs. Whether it’s contract, contract-to-hire, or permanent placement work, we customise our search based upon your company’s unique initiatives, culture and technologies. With our national team of recruiters placed at 21 major hubs around the nation Medasource finds the people best-suited for your business. When you work with us, we work with you. That’s the Medasource promise.

Medasource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Benefits & Perks:

Medasource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer:

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

JO-2407-147715

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