Mercy Health

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Service Center Technician

Service Center Technician

Requisition ID 
2017-750689
Category 
Information Technology
Position Type 
Full Time
Shift(s) 
Days, Evenings, Holidays, Nights, Varies/Rotating, Weekends
Department 
Customer Service Center
Location 
US-MO-Saint Louis

More information about this job

Overview

Job Template Header

 

We’re a Little Different

 

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.  

 

We don’t believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.

 

At Mercy, you’ll feel our supportive community every step of your day, especially the tough ones. We’re a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.

 

Responsibilities and Qualifications

NOTE - opportunity is only available to Contractors presently working for Mercy Technology Services.

 

The Mercy Technology Services (“MTS”) Service Center is responsible for 24x7 operations and support across four communities for over 30 hospitals and over 300 clinics. The Service Center is compromised of the Service Desk (Level 1 Support), Client System Operations (Level 2 Support), and a number of supporting departments such as technical training and quality management. The Service Center handles over 30,000 contacts each month from our customers for issues and requests related to infrastructure, Epic (electronic health records), MyMercy.net, and other internal applications.

 

Primary Function

The Service Center Technician will be responsible for handling customer contacts primarily through inbound phone calls with the opportunity to work on inbound chats, tickets, and emails as needed. The Service Center technician will be focused on customer satisfaction while maintaining key performance indicators including First Call Resolution (“FCR”), Average Handle Time (“AHT”), quality scores, etc. The Service Center Technician will fulfill customer requests, resolve customer technical issues, and respond to customer questions with compassionate care and exceptional service. Typical activities include: Service Request Fulfillment, Incident Management, Problem Management, and Access Provisioning.

 

Because you’re committed to excellence, you understand the importance of being properly prepared for your role at Mercy. That’s why you’ll bring to your role the right set of qualifications:

 

  • Education: High School Diploma and technical vocational training or equivalent work experience.
  • Experience: minimum of two (2) years of experience in Level 1 role. Understanding of IT Service Management. Service Desk or call center experience in an inbound call environment. Outstanding communication skills. Strong troubleshooting skills. Ability to troubleshoot and resolve technical issues. Fundamental understanding of end user computing in an enterprise environment (Windows 7, Active Directory, VPN, Citrix, etc.). Ability to multitask between speaking with a customer and documenting a ticket. Knowledge of standard business desktop software, OS, and hardware.
  • Healthcare experience a plus
  • Schedule flexibility (especially during the first 90 days to complete required technical and process training)

 

We’ll Support You at Work and Home

 

Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a “top 100 places to work.” We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds, even to part-time employees. We’re proud to provide tuition reimbursement to help you grow and learn new skills.

 

What Makes a Good Match for Mercy

 

Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and are not afraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.

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