Technical Service Representative

Job Description Summary

The Technical Service Representative (TSR) represents and supports South Shore Health System and service clients by answering live telephone calls professionally, accurately, and efficiently. TSRs provide callers with exceptional customer service and support, while maintaining a high level of professionalism with each interaction including emergency scenarios. This individual must also be able to perform both Customer Contact Center and Service Desk activities in a high volume and fast-paced environment. The Technical Service Representative will triage incoming automatic call distribute (ACD) internal & external calls, medical answering service calls, support calls and self-service support requests. The TSR will open incident tickets in the Cherwell tracking system and ensure proper assignment of the incident tickets to the appropriate I.T. support team queues. They will also monitor their own and team ticket’s to ensure service request SLAs are met. TSRs will also work to resolution basic desktop support requests as directed.

Job Description

Manages internal and external calls for South Shore Health

• Overall knowledge of all health system sites and departments.

• Provides information to callers on all services offered, specific departmental information, parking, visiting hours/guidelines and hours of operation for all health system sites/departments.

• Provides way-finding to the facility, to internal departments and off-site affiliates.

• Actively listens to the caller to determine the correct department or individual that can accomplish their request.

• Screens callers and asks appropriate triaging questions in order to get the customer to correct resource on the first call.

• Accurately manages on- call coverage for departments / specialties within the enterprise on call solution when needed.

• Provides messaging support to internal and external customers using multiple communication channels such as, traditional paging, secure texting application, email and faxing.

• Provides Physician Referrals to the community for PCPs and Specialists by matching zip code, gender preference and medical need of the callers.

•  Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues.

•  Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed. 

• Manages requests received from internal customers via our secure texting tool.

• Provides device status management to health system staff when requested and is knowledgeable of all devices status management self-service options.

Provides call support for SSH ambulatory sites, including Physician offices and Internal Departments.

• Provides afterhours and frontline call support for SSH ambulatory sites and departments.

• Acts as an extension of the office/department.

• Accurately triages call to the appropriate on call resource when necessary.

• Follows each client’s unique workflow to ensure all interactions are handled with the highest level of accuracy.

• Follows our standard escalation process/procedure for repeat callers to ensure all calls are answered in a timely manner.

• Provides consistent clear, accurate, timely information to all callers as described in client profiles.

• Provides messages management for clients including urgent afterhours patient calls and non-urgent office messages. As well as using our enterprise ITSM tool for incident/case management.

• Manages, and accurately updates client on-call schedules as needed.

• Displays an understanding/sensitivity of each client’s unique customer culture and has a concrete understanding of that client’s function in order to represent the client in an intelligent and professional manner.

• Ensures accurate messaging / paging information by confirming spelling of caller’s first/last name, phone number and DOB.

• Monitoring for client message delivery status, reporting and escalation of major/minor alarms as needed.

Monitors alarm systems and code systems

• Adheres to department procedures in relation to the notification of personnel during various alarm types.

• Knowledge of various Codes and adherence to their procedures including medical, fire, internal and external disasters and safety emergencies, often of a life threatening nature.

• Monitors the code panel and fire alarm systems for the main campus.

• Provides escalation support for minor alarms and 911 calls for main campus

• Provides 24/7 support for the health system emergency line (77777).

• Follows specific workflow for each code type/alarm as accurately and efficiently as possible.

• Provides house wide overhead announcements for urgent/emergency communication.

• Mastery of HICS process, on-call management and notification procedures in the event of activation.

• Knowledge of enterprise desktop alerting communication tool, ability to activate, track response and ability to educate end-users on use.

• Mastery of CALLeague Alert / monitor alert response and update appropriate person as needed dependent upon code type.

• Understanding and ability to assume Systems Information Coordinator (SIC) role in the event of activation.

• Ability to calmly communicate during crisis situations.

• Monitors dispatch list for enterprise paging system and troubleshoots failed messages when presented.

IT Service Desk overflow and frontline afterhours call support

• Has high level knowledge of all our applications, systems and technology

• Ability to intelligently guide callers through the PC reboot process, and basic technical knowledge of       when to do so.

• Technical knowledge to triage after-hour help requests, determining the priority of technical issues to escalation to on-call technician.

• Provides frontline call support for the Service Desk during overnight shift.

• Escalates to IS Manager and OCC when appropriate.

• Execute technology escalation and outage communication as needed.

• Enters detailed and accurate information in our ITSM tool and prioritizes incidents in accordance with our incident management standards.

• Escalates calls to the IT Service Desk when necessary

• Knowledgeable of open problems and ability to provide callers with any workaround information as needed.

• Monitors call queue and escalates any high volume activity to supervisor.

• Has access to remote tools and uses them to assist with troubleshooting and/or screen captures of issue when needed.

• Will perform other technical duties to assist the IT Service Desk when assigned.

• Classifies tickets accurately and assigns to the correct team for resolution.

• Provides callers with ticket information and history, when available, and updates for repeat calls.

IT Network Password Reset Support

• First tier support for users needing assistance with their network password and provides first call resolution to end users.

• Authenticates users using the organizational IT Security guidelines.

• Mastery of both authentication tools (2 factor authentication tool and ERP application)

• Resets password in our Identity Access tool and provides caller with temporary password information.

• Educates users with password criteria and password expiration timeframes.

• Tracks all network password resets accurately in our ITSM tool.

• Escalates call to the next tier support (IT Service Desk) when necessary. 

• Educates/walks users through on self-reset options when appropriate.

MyChart Password Assistance

• Answer inbound phone calls for MyChart help line (781-261-4480).

• Authenticates users using the organizational IT Security guidelines.

• Resets password and sends callers a link via email or SMS text to reset their password.

• Ensures the caller has successfully received notification and is able to log in before ending the call.

• Educates caller on password criteria and 2 factor authentication methods.

• Escalates the call to the appropriate team when caller needs assistance with additional tasks within MyChart

• Documents the caller with entering a ticket into ITSM system

• Provides education to callers on how they can reset their password themselves when appropriate.

• Instructs new patients on how to sign up for MyChart.

Pagers

• Assists callers with pager issues and troubleshooting.

• Researches missed pages and potential paging outages.

• Follows our department procedure for escalation of wide scale paging outages.

• May be “called in” to support the Contact Center team and health system for prolonged outages.

• Replaces broken pagers when assigned.

• Mastery of all devices and its functions.

• Documents all issues and replacements in ITSM tool.

• Ensures information is updated and accurate in asset management tool.

• Locates and provides and/or contact’s paging vendor when needed.

• Enters requests for new pagers to the supervisor/manager for approval.

• Issues loaner pagers when needed and updates tracking documentation.

Secure Texting application and incidents/requests “as pager replacement”.

• Has overall knowledge of securing texting application and its various functions.

• Can assist users with basic how-to questions or requests and/or point them to training documentation.

• Primary resource for all requests for “pager replacement” via Secure Texting application.

• Reviews all requests to ensure user has the appropriate access and insures user has installed our organizations MDM app.

• Follows documentation to ensure user’s setup is done correctly in our contact center software.

• Provides documentation to user on how to manage their device status when requested.

• Adds a task to ensure contact method is updated in our CALLeague Alert system.

• Sends a test page and verifies with user that it has been received.

• Adds notification roles in contact center software for emergency and group based messaging.

• Troubleshoots any missed pages and resolves or escalates to the appropriate team when needed.

• Documents all calls/tickets with accurate and detailed information.

First tier support for Contact Center’s software for contact center team and directory/on call requests.

• Has overall knowledge of all applications (Soft Phone, Admin tool, Enterprise Directory & Web Paging solution and smart paging lines)

• Is the first tier support for CCC for any issues with Soft Phone application and escalates when needed to appropriate team.

• Assists with callers/tickets for additions to on call schedules and access.

• Mastery of admin tool and all its functions

• Runs reports on messages, directory information and on call when assigned.

• Performs daily directory work and troubleshoots and escalates any directory issues to appropriate team.

• Updates employee photos on a weekly basis for enterprise directory.

• Works in collaboration with other IT departments for upgrades, problem resolution and outages.

• Mastery of downtime procedures for our Soft Phone application and is a resource for CCC team.

• Assists users/departments with on call administration and management.

• Activates downtime script for Enterprise Directory and Web Paging solution when directed by OCC/IS On Call Manager

Monitors, troubleshoots, resolves incidents/requests for Customer Contact Center’s ITSM’s queue

• TSR’s will monitor the CCC’s queue for any tickets/requests entered from callers and self-service portal.

• Will take ownership of incident/request in a timely manner.

• Will respond to high priority tickets following the organizational response times.

• Accurately triages miss assigned tickets to the correct team when needed.

• Adds detailed notes and resolution details for every incident/requests.

• Escalates tickets to the supervisor/manager when needed.

• Searches previous tickets for insight on resolution details when resolution is unknown.

• Leverages knowledge base and documentation for how-to information in order to resolve customer’s issue/request.

Emergency Preparedness

• Proficient at all departmental downtime procedures and tools.

• Completes on a monthly basis emergency preparedness tasks.

• Ability to operate downtime redundancy telephone system in the event of PC outage including appropriate login to system, and mastery of manual answer/transfer operation of device.

• Smoothly and efficiently executes evacuation procedures to redundancy site by activating code system downtime communications, physical relocation to redundancy site, and ability to return to normal operations per standard.

• Ability to transition to power failure phones in the event of a telephone outage and properly communicate outage to end users.

• Operates computer based redundancy system for directory, pager information and on call information.

• Demonstrates a complete knowledge base of all downtime / outage resources to best determine which systems to utilize for particular outage / downtime event.

• When applicable becomes the primary resource for the health system for messaging and communication.

Actively participates in Information Center Continuing Education programs

• Attends monthly continuing education sessions.

• Completes all associated measurement tools and learning exercises.

• Completes all monthly emergency preparedness education tasks.

• Under the guidance of the Supervisor participates in feedback programs to further develop customer service skills, system, and process enhancements.

• Assists with new hire training and onboarding as assigned

• Performs other duties and projects as assigned.

• Reads all emails and communications on a timely basis 

• Participates in on call rotation when assigned

• Assists supervisor/manager with other project related tasks or duties.

JOB REQUIREMENTS

Minimum Education - Preferred

Equivalent to high school curriculum preferred

Minimum Work Experience

Customer service experience required.  Healthcare experience preferred.

Required additional Knowledge, and Abilities

Ability to thrive in a fast-paced medical environment.
Excellent spelling, communication and grammar skills.
Maintain the ability to multi task and toggle between multiple screens seamlessly.
Knowledge of typing/data entry (30 wpm), and working knowledge of Windows / Microsoft Office Suite.
Medical Terminology knowledge preferred.