Service Center Representative

Hybrid in Chicago, IL, US • Posted 2 hours ago • Updated 2 hours ago

Contract W2

No Travel Required

Hybrid

$20 - $23/hr

Fitment

Dice Job Match Score™

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Job Details

Skills

Service Center Representative
IT Support Specialist
Epic
customer service experience
Service Level Agreements
Epic-related calls

Summary

Position: Service Center Representative

Openings: 2

Location: Fully remote, need to be local to Chicagoland area

Duration: 3 month(posibblity to extend)

Must Haves:

Strong communication skills are crucial; must have solid customer service experience
Ability to handle Epic-related calls
General IT support experience
Intake and ticket tracking
Ability to follow an established knowledge base
Clear documentation of issues
Support intake and tracking processes

Job Description:
They will be handling Epic IT calls, including break/fix issues (routed to the Epic application team), login/access issues, printer and hardware support, and mobile setup issues (handled by service center IT agents). Epic “how-to” training and general functionality questions will be routed to Epic trainers.

Description:
The Service Center Representative I will actively listen and gather information to accurately respond to and resolve inquiries using standardized service center intake procedures, policies, knowledge management systems, and reference materials.

Provide guidance to employees on locating relevant documentation via internal portals and websites
Accurately interpret and support system-wide initiatives and programs
Escalate inquiries to the appropriate team members based on complexity using case management and call transfer protocols
Ensure compliance with data administration rules, security standards, and functional policies and procedures
Support activities related to data definition and classification in accordance with organizational policy
Collaborate with team members to foster a positive and productive work environment
Follow all service center policies, processes, and training requirements
Prioritize tasks to meet defined Service Level Agreements (SLAs)
Identify opportunities to improve and update knowledge base content
Maintain and protect sensitive information in accordance with record handling and retention requirements; report any breaches immediately
Assist with ad-hoc projects and testing as needed, including extended hours when required

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91132487
Position Id: 8932186
Posted 2 hours ago

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