Help Desk

Help Desk

  Not Disclosed

  Woonsocket, RI

  2.5 Months

  Not Disclosed

  Not Disclosed

  Pharmaceutical

  $14/hour - $16/hour

Job Description

1 yr. experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.
1 yr. experience working in a virtual call center.
Supported call volumes as high as 100 per day.
Experience working with a ticketing platform such as ServiceNow or Remedy is highly preferred.
Keyboarding skills and able to type 45 WPM with 95% accuracy. You can provide an online test.
Microsoft 360 basic applications (Outlook, Teams, One Drive)
Avaya One X or comparable telephonic software knowledge


Duties

In this role you would be trained to support members with functions such as changing a password, unlocking an account, general navigation of the site, syncing devices and when unable to assist, submitting a ticket for further research. Once the ticket is resolved, you would reach back out to the member to alert them of the resolution.

Preferred Qualifications:

2 year experience in a help desk-environment
Excellent communication skills both verbal and written
Experience supporting complex and nuanced work.
Ability to discern key points to assist with problem resolution
Demonstrate ability to handle multiple assignments competently, accurately, and efficiently.
Ability to follow direction, multi-task and adapt to change
Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)
Ability to learn in an on-line/telework environment

Position Summary
Tasks for Customer Service Rep can differ per location: Effective delivery of company products and services (40%)
Responds to telephone inquiries and orders from homecare patients and referral sources.
Provides information on equipment, supplies and services. Determines the best method for providing services.
May assist walk-in patients with the selection of equipment, supplies and services. Timely processing/facilitation of patient orders (30%)
Processes telephone orders by preparing patient paperwork.
Verifies insurance and/or other method of payment.
Completes all necessary paperwork in an accurate and efficient manner to facilitate the data entry, accounts receivable and delivery of the order placed.
May perform data entry.
Distributes copies of paperwork to appropriate personnel.
May assist with the processing of billing paperwork. Effective coordination of patient services/supplies (10%)
Coordinates the delivery, set-up and pick-up of equipment, supplies and services with appropriate personnel.
Ensures deliveries and set-ups can be arranged in a timely manner. Appropriate documentation (10%)
Accurately maintains files of all patient account profile information and referral source data. Customer satisfaction (10%)
Resolves patient complaints by identifying problems and coordinating appropriate corrective action.

Education
High School diploma or GED


Training: 9:00 am to 5:30 pm ET. Looking to schedule within the highest hours9:00 am and 7:00 pm ET
Fully remote (never coming onsite)
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.