Previous Job
Previous
HMIS Help Desk Rep I
Ref No.: 17-25401
Location: Houston, Harris, Texas
GENERAL ACCOUNTABILITIES
Provides first line support to end users of SCI's HMIS application as primary phone support for HMIS Help Desk. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication. Ensures all calls received by the HMIS Help Desk are properly handled and escalates issues, as needed, to the appropriate an HMIS Help Desk Rep II. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the HMIS Help Desk.
SPECIFIC RESPONSIBILITIES
100% HMIS Customer Support
  • Acts as a customer service representative for the HMIS Operations Support department; provides phone-based support a minimum of 90% of the time.
  • Provides problem resolution support for all HMIS related hardware and HMIS application issues that have been received by the HMIS Help Desk.
  • Researches and troubleshoots all calls; follows the HMIS Escalation process to escalate calls that cannot be resolved at point of contact to the designated HMIS Help Desk Rep II. Tracks problem/issue through to resolution.
  • Logs 100% of all calls received into SCI's call tracking application and maintains records of all caller interactions; achieves 70-80% first call resolution.
  • Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
  • Shares critical information with peers to aid in the development of other team member's skills.
  • Adheres to the call metrics as defined by the HMIS Help Desk's Service Level Agreement (SLA).
  • Utilizes the available training materials to educate callers. Broadens knowledge of HMIS, including new enhancements and features, in order to perform duties efficiently.
  • Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.

Core / Critical Competencies
Demonstrates a Commitment to Services Excellence, Trustworthiness and Integrity
  • Acts within and upholds the SCI Code of Conduct and Dignity Promise Standards and demonstrates corporate values
  • Is trusted by others; keeps commitments to others
Promote Innovation
  • Comes up with new ways to look at problems and processes in their work
Achieve Results
  • Works productively with minimal supervision; achieves work objectives in a timely manner
  • Works to resolve routine problems promptly and effectively
Display Adaptability
  • Is open to new and different ways to accomplish work
  • Responds positively and productively to new initiatives or changes in priorities
Communicate Effectively
  • Conveys facts and information clearly in written and spoken communications
  • Shares viewpoints and information openly and listens attentively to others' ideas and suggestions
  • Communicates in a timely and effective manner with manager
Collaborate with Others
  • Proactively contributes to group objectives; volunteers to help others as needed
  • Welcomes ideas and input from others
Build Productive Relationships (Internal / External)
  • Relates to others in open and helpful manner; consistently treat others with respect
  • Maintains composure in challenging situations

EDUCATION/EXPERIENCE/MINIMUM Requirements

Education:
  • Must have two (2) year degree or technical program. Four (4) year degree in Information Technology or related field preferred. Demonstrated competency or previous related experience will be considered in lieu of degree requirement.

Experience:
  • A minimum of 2 years experience in technical and operational support for customers in the use of computer hardware and applications via telephone is required. Additional experience in troubleshooting, installation, configuration and maintenance of computer technology and related hardware preferred.

Knowledge, Skills & Abilities:
  • Strong customer service skills required; able to problem-solve and diagnose complex tasks.
  • Working knowledge of Microsoft Windows operating systems.
  • Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
  • Funeral industry experience desirable.
  • Excellent verbal and written communication skills.
  • Demonstrated technical aptitude.
  • Must be detail oriented.
  • Excellent interpersonal skills and comfortable working with people at all levels of the organization.
  • Well organized, with the ability to handle multiple tasks simultaneously.
  • Must be able to learn new hardware and application technology quickly.
  • Must be able to work independently, with minimum direct supervision.
  • Must be able to work within the defined procedures and within the schedule provided
  • Good coaching and leadership skills.

Work Conditions (SAMPLE SHOWN)
Work Environment
When considering the work environment associated with this job, the following factors may apply:
  • Work indoors and outdoors during all seasons and weather conditions
  • Limited amount of local and/or multiple location traveling required
  • Professional Dress is required when in contact with families.
Work Postures
When considering the work postures associated with this job, the following factors may apply:
  • Frequent, continuous periods of time standing, up 6 hours per day
  • Sitting continuously for many hours per day, up to 6 hours per day
  • Climbing stairs to access buildings frequently
Physical Demands
When considering the physical demands associated with this job, the following factors may apply:
  • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours
When considering the work hours associated with this job, the following factors may apply:
  • Working beyond "standard” hours as the need arises including shift work and weekends on a rotated basis