HMIS Help Desk Representative

Location: Houston, Texas
Posted On: 8/10/2017
Job Code: HMISHelp_TX_3249
Job Description
• Provides first line support to end users of organisation's HMIS application 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 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 an HMIS Help Desk Rep II.
• May address assigned responsibilities outside of phone support as required to meet the overall objectives of the HMIS Help Desk.
Category:IT  code:new
Job Requirements
100% HMIS Customer Support
• 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 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 Rep II. Tracks problem/issue through to resolution.
• Logs 100% of all calls received into organization'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.
• Adheres to the call metrics as defined by the HMIS Help Desk’s Service Level Agreement (SLA).
• 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.

If you are interested in the role then please revert with an updated resume in word format.

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Contact Details
Riya Jain
E-mail Address