• Answer inbound customer phone calls, emails, and portal requests (approximately 60 per day)
• Troubleshoot issues remotely using various remote access applications
• Provide on-site troubleshooting and support for customers
• Escalate unresolved issues to next level support teams when necessary
• Create and manage support tickets in our ITSM system
• Effectively interact with customers while maintaining professionalism
• Identify improvement opportunities • Meet daily, weekly, and monthly key performance indicators (KPIs)
• Respond to alerts, pages, and other notifications within the expected time frame
• Other duties as assigned
  

Benefits

• Work from home opportunities
• Fast track career progression
• Full list of Denver Health Benefits
  

• High School Diploma or GED
• Preferred Associate Degree Experience
• 2 years in a fast-paced customer service or hospitality environment
• Preferred- 1 year in a Help Desk, Service Desk, or equivalent environment, 1 year in Healthcare.
• Required- Ability to type 40 words per minute, World Class Customer Service Skills, Professional and effective communications skills (verbal, written, and listening), Ability to actively listen to customers while typing . Ability to adapt to frequent changes with a positive attitude, Attention to details, Ability to handle difficult situations and users with successful outcomes, Ability to communicate technical issues to non-technical customers, Ability to achieve daily / weekly / monthly expectations, Excellent analytical and problems solving skills, Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines, Ability to work independently and as part of a team in a customer-driven, fast-paced environment
• Preferred- Ability to type 60 words per minute
• Computers and Technology ; Preferred- Windows 10, Microsoft Office 365 and client support, Epic EMR platform, Basic hardware support – mice, keyboards, monitors, scanners, and printers, iOS and Android Certificates
• Licenses and Registration; Preferred- A proctored IT certification (such as CompTIA A+, ITIL 4 Foundation, etc.)
• Supervisory Responsibilities- This position has no supervisory responsibilities

• Experience in a customer service role
• IT - MICROSOFT (Required) Knowledge incident ticket tracking systems, applications support, VOIP, printers and printer servers, Internet protocols (HTTP, HTTPS, FTP), basic networking, including wireless networks, and/or telecommunications desirable.

Location
Administrative Offices

Shift
Varies

Work Type
Full time

Salary:

$21.11 - $28.56/hr

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver’s 911 emergency medical response system, 10 family health centers, 18 school-based health centers, Rocky Mountain Poison and Safety, a Public Health department, an HMO and The Denver Health Foundation.

As Colorado’s primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).

Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. As an EOE, Denver Health does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.