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

Bilingual Patient Portal/IT Help Desk Agent – Level 1