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Customer Service Specialist - IT&S Help Desk at Tampa SSC in Largo, Florida in Largo at Parallon

Date Posted: 1/8/2019

Job Snapshot

Job Description

GENERAL SUMMARY OF DUTIES - Provide first line systems support to customers within the PAS. Document customer inquiries and resolutions. Diagnoses and initiates research necessary to resolve customer issues in a timely manner.

• Provide first line systems support
• Document all customer inquiries
• Diagnose and attempt to resolve issues
• Coordinate and clearly communicate issues to responsible parties
• When necessary, consult with outside departments and vendors for resolutions
• Monitor and follow up with customers daily on open logs to insure accurate and timely resolutions
• Use judgement in escalating unresolved issues to management
• Maintain current working knowledge of systems supported
• Provide beeper support to maintain company service levels
• Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
• Other duties as assigned

Job Requirements

• Communication - communicates clearly and concisely, verbally and in writing
• Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
• Interpersonal skills - able to work effectively with other employees, patients and external parties
• PC skills - demonstrates proficiency in Microsoft Office applications and others as required
• Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
• Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
• Technology skills - demonstrate basic knowledge of PCs in both software and hardware. Must be familiar with Excel, Word, and Windows.

• High school diploma or GED required
• Continuing education in data processing related fields preferred

• At least 2 years progressive data processing experience
• Relevant education may substitute experience requirement