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Help Desk Representative, Senior
Ref No.: 18-00044
Location: Urbandale, Iowa
Position Type:Direct Placement
Start Date: 03/14/2018

The Help Desk Representative, Senior primarily provides ongoing education and support to internal customers.   The Help Desk Representative, Senior requires the ability to listen, analyze, document, resolve and/or escalate issues while providing excellent customer service skills to internal and external customers. The Help Desk Representative, Senior serves as a subject matter expert in one line of business and may assist with training and mentoring of new hires as well as work on special projects.   
  1. 50 %: Provides support for system based access issues and reporting questions through the use of phone, email and chat. This involves explaining procedures, providing information and answering questions for internal and external customers.
  2. 20%: Monitors tickets that are assigned and process based on priority. Customer follow up may be needed.
  3. 20%: Maintains proficient knowledge of all service tasks and lines of business. Serves as a subject matter expert in one line of business.
  4. 10 %: May assist with training and mentoring of new hires and work on special projects.
 HS Graduate or GED     
Related Work Experience: 2-4 Years 
The work experience / skills / abilities required to perform the job effectively.
•      Minimum of 1-2 years of experience with the HCQIS contract
•      Must be able to multi-task by using multiple systems and typing 35-40 WPM, while talking on the phone
•      Excellent verbal and written communication skills
•      Consistently meets established scorecard metrics
•      Ability to independently research and troubleshoot issues
•      Willingness to handle customer escalations as needed
•      Ability to manage business and technical relationships with internal and external customers
•      Ability to work past scheduled hours, as needed
•       Healthcare background
•       Associate's Degree

Individual Contributor
This position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of management.