Tier 1 Help Desk Intern -- Campus Recruiting

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CGI US
San Antonio, TX
Application Deadline: No Deadline
Position: Part-time, Unpaid

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Description

We are seeking Help Desk Tier 1 Customer Service Representative. A person in this role is responsible for answering incoming calls from the Healthcare provider community, ensure calls are handled completely and professionally, properly document each call and provide resolution within 24 hours, escalate calls to Tier2 as needed.
Required to interact with all team levels and to communicate, maintain and update changes in current procedures and material that is used to train new and existing personnel.

Responsibilities:
* Provide prompt and accurate responses
* Ensure the material reflects the current procedures and are updated if and when they change
* Help resolve internal and external client issues and concerns related to the project processes
* Ensure all procedural changes or modifications are appropriately documented
* Proactively identify opportunities to improve upon existing process flows
* Ensuring client file uploads are complete and accurate
* Responding to client requests for additional information related to file transfers and/or registration
* Ensure calls requiring deeper technical expertise are escalated promptly with complete documentation
* Produce reports on status of current cases upon request

Essential Skills:
* Working towards a Bachelor's degree in a Business related field, majors including: IS, IT, MIS, CIS, CS, Healthcare related or Healthcare IT majors.
* Experience with MS Excel, MS Office Suite, Remedy or other help desk ticketing system
* Self-driven, resourceful, and able to achieve goals with minimum supervision, work well in groups, project management experience a plus
* Critical to have outstanding business acumen and ability to comprehend business processes.
* Excellent interpersonal, communication, writing, and team collaboration skills
Desired Skills:
* Experience working with Physicians , Durable Medical Equipment manufacturers, Medication manufacturers a plus
* Experience with MS Excel, MS Office Suite, Remedy or other help desk ticketing system
* Understanding of technical communications and education, and supporting tools, in order to develop and implement appropriate strategies to meet user needs
* Ability to learn quickly and adapt learned methodologies to train others.
* Able to deliver training
* Ability to support web based applications
* Familiarity with Microsoft SharePoint collaboration environment

How To Apply

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