Call Center Analyst Level II - Waukesha, WI

Talon of WI, LLC is looking for Level II Call Center Analysts on 2nd Shift, 3rd Shift, and Swing Shift to join our fast-growing and dynamic team. The Call Center Analyst is primarily responsible for supporting Talon Healthy IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. This position will report to the firm’s Vice President of Technical Services.

To Apply: email your resume/CV to careers@talonhit.com

Department: Healthcare Managed Services
Project Location(s): Waukesha, WI
ESSENTIAL RESPONSIBILITIES
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests
  • Gather 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
  • Accurately process and record call transactions using a computer and designated tracking software
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates
  • Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT Ticketing system
  • Follows proper escalation procedures as defined by management
  • Ensure customers receive prompt, accurate and courteous service
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
  • Proper phone etiquette and effective listening skills
  • Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
  • Knowledge of customer service principles and practices
  • Medical/clinical terminology is preferred, but not required
  • Must be able to sit for long periods of time
  • Position requires use of headset/microphone
  • Experience supporting software computer applications and equipment from a helpdesk environment
  • Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
  • Experience with mobile device support (iPhone, Android, Windows Mobile)
  • Must be a team player and build good working relationships across all functions
  • Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
  • Need to be flexible, adaptable, and possess creative problem-solving skills
  • 5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.