Call Center Analyst Level III - Waukesha, WI

Talon of WI, LLC is looking for Level III Call Center Analysts on 1st, 2nd, and 3rd shifts to join our fast-growing and dynamic team in our Waukesha, Wisconsin location. The Call Center Analyst is primarily responsible for supporting Talon’s 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
Education: Associates or Higher Required
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 update
  • 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 and Healthcare EMR experience and or support is 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 fastpaced, high energy environment with a proactive focus
  • Need to be flexible, adaptable, and possess creative problem-solving skills
  • 7 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.