Service Desk Agent

Job Summary: The Service Desk Agent is a critical role supporting the service organization. The Service Desk Agent will provide support to customers, employees, and field service engineers. This role is primarily responsible for providing excellent customer service and support in a responsive and professional manner to medical equipment end users and field support staff. All support and correspondence is managed, updated, and maintained through our service desk software.

Location: Onsite - Denton, Texas

Hours: 7AM - 4PM

Summary of Job Duties/Responsibilities:

• Responds to incoming support requests through the customer support line.
• Acts as Tier 1 support, where competent, through information gathering and remote troubleshooting in attempt to resolve issues at triage.
• Communicate clearly, respectfully, and effectively with customer to determine needs.
• Properly enters customer information, documents, and verifies customer requests, verifies equipment locations and access to equipment.
• Creates and prioritizes cases/work orders based on contractual terms, equipment status, and other metrics.
• Determines eligibility by comparing client information to requirements and SLA's.
• Gather key client information that will be utilized in issue resolution.
• Monitor case/work order metrics to ensure proper resourcing and timely closure.
• Establish and enforce service level agreements.

Required Skills/Abilities:

• Extensive knowledge of payroll functions including preparation, balancing, internal controls, and payroll taxes.
• Excellent organization skills and attention to detail.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office products (O365, Teams, SharePoint, Word, and Excel).
• Proficient with payroll software.
• Proficient in Excel - Including Pivot Tables and X-Lookups
• Must be thorough, organized, detailed and able to analyze information.
• Good interpersonal communication skills and experience in effectively communicating key data.
• Must have excellent verbal and written communication skills, including phone and email etiquette.
• Able to work under pressure and deadlines.
• Analyze performance of service activities, identify problem areas, and deliver solutions to enhance service quality to prevent future problems.
• Responsible for follow-up on all work orders, maintains quality assurance of work orders, monitors order status and backlogs for delayed work orders.
• Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
• Coordinates with Field Service and IT management on work order metrics and resource needs.
• Clearly communicates with Field Service and IT on customer calls and escalations.
• Rotation of on-call phone and after hours and weekends.
• Identifies and leads continuous improvement efforts relating to all aspects of service support and delivery.
• Coordinate with field service to create and maintain KB articles, including error codes, description of problem, resolution, and parts to resolve.
• Responsible for the management of assets, and asset entitlements within PSA.
• Responsible for the distribution of service reports to clients upon request.
• Fields incoming parts and service sales calls, gathers pertinent information, passes lead to appropriate sales/management staff.
• Assists in management and maintenance of Service Manual library.
• Knowledgeable of current and upcoming work to ensure work orders and contracts are updated appropriately.

Qualifications:

• Well spoken
• Well written
• Detailed
• Patient
• Great communicator and great note taker
• Listens well/coachable
• Good customer service/customer focused
• Eager to learn
• Engager
• Good with software
• Works well under pressure
• Independent actions and decisions - confident
• Attentiveness
• Proactive
• Proficient at typing

Education and Experience:

• Associates degree preferred.
• Minimum 2 years Customer Service experience