MorganFranklin Consulting

IT Support

• The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center.
• This person must provide exceptional call center support.
• Ticket/Issue Escalations for assigned call center
• Accurately process and record call transactions using a computer and designated tracking software
• Assist with last-minute coverage needs
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Follow up and make scheduled call backs to customers where necessary
• Stay current with email, team chats, system information, changes, and updates
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

Patient Portal, IT Help Desk Agent – Level 1

Call Center Representative

• Provides ongoing communication to the call center team based on customer updates, changes, and outages.
• Train and document new information or changes from the customer(s).
• Ticket/Issue Escalations for assigned call center.
• New customer onboarding and project management.
• Provide support for the Quality Assurance team with ticket review and client reporting.
• Daily interaction with our customers to address issues, requests, and concerns.
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Deliver service and support to end-users, including via remote connection or over the Internet.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Stay current with system changes and updates.
• Ensure customers receive prompt, accurate and courteous service.
• Assists in the Recruitment, interviews, hires, and training of new staff.
• Oversees the daily workflow of the call center.
• Provides constructive feedback for performance evaluations.
• Client onboarding and information gathering.

Patient Portal, IT Help Desk Agent – Level 1

IT Call Center Supervisor – Daytime/First Shift