UnityBPO

Analyst

• Provide first-level technical support for hardware and software problems (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.)
• Support multiple clients
• Identify and document customer issues clearly and accurately
• Escalate unresolved tickets to appropriate internal teams as needed
• Accurately assign ticket urgency and impact following ITIL best practices
• Assist clinicians—including doctors, nurses, and therapists—with EHR usability
• Deliver outstanding customer service through clear communication, patience, and empathy
• Provide offline assistance
• Performs other duties as assigned to support team and business objectives

Technical Desk Analyst

• Resolve technical software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures.
• Assist multiple clients across different ticketing systems.
• Quickly and efficiently identify the customer’s specific information.
• Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.
• Provide End-User Electronic Health Record (EHR) usability assistance to clinicians.
• Create an exceptional customer service experience by bringing your polished communications, patience, and empathy for the customer calling.
• Work independently and effectively while maintaining good team interactions.
• Partner with team members to ensure that the phones are covered during breaks, lunch, etc.
• Must have flexibility in scheduling to meet the needs of the business.

Technical Desk Analyst

Technical Service Desk Analyst