Help Desk / Technical Support Specialist

Overview:

Our client, a Global Fortune 50 organization and one of the world s largest distributors of healthcare systems, medical supplies & pharmaceutical products, seeks an accomplished Help Desk / Technical Support Specialist.

*** Candidate must be authorized to work in USA without requiring sponsorship ***

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Location: Fort Worth, TX 76177

Duration: 8 months contract w/ possibility of extension or conversion to FTE role

Notes:

• Pay Rate: $24.00/hr on W2.
• Perks of the Assignment: Potential permanent position.
• Work schedule: Mon Fri, typically shifts depend on business need but start as early as 7:00 AM CST, to as late as 10:00 AM CST, and depends on the status they have in the grading of the training.
• Hybrid role, some onsite work is required in the Fort Worth office as needed.
• On site training required at Fort Worth, TX location.
• Fast paced, metrics driven support environment.
• Help Desk operations support extended business hours, including evenings and weekends.
• Position requires consistent adherence to Company s confidentiality and security standards.

Description:

• Provide remote technical support to pharmaceutical customers using Company s Connect ordering systems.
• Diagnose, research, and resolve technical issues related to ordering workflows, standard software and hardware, handheld and mobile devices, CSOS certificate activation and enablement.
• Respond to inbound support requests via telephone, chat support, email.
• Accurately document, track, and monitor incidents and requests in Salesforce to ensure timely resolution.
• Escalate recurring, complex, or high impact issues to Business Analysts or Team Leads as appropriate.
• Work in assigned inbound call queues based on Workforce Management direction.
• Deliver technical guidance and basic training to customers and internal partners as needed.
• Follow established procedures, security protocols, and documentation standards.
• Meet or exceed defined service level and performance expectations.
• Entry level professional role; works on problems of limited scope and complexity.
• Uses readily available information and follows standard practices and procedures.
• Exercises judgment within defined guidelines.
• Receives moderate supervision with emphasis on learning and skill development.

Qualifications:

• High school diploma or equivalent.
• Critical thinking & problem solving; customer service; ticket/case management.
• Required 1 3 years experience in a call center environment, prefer Technical Support and will consider Customer Support with strong technical background.
• Using a Knowledge Base system or methodology for troubleshooting and diagnosing customer issues.
• 1+ year of experience in technical support, help desk, or service desk environments OR customer service with technical troubleshooting responsibilities.
• Ability to troubleshoot software, hardware, and system issues.
• Strong verbal and written communication skills.
• Ability to document issues accurately in a case management system.
• Ability to work scheduled shifts, including rotating weekends as required.
• Core Competencies (Workday Aligned): Customer Focus, Technical Troubleshooting, Communication, Quality & Accuracy, Time Management, Learning Agility, Adherence to Process & Policy.

Preferred Skills:

• Experience supporting Company s Connect or similar healthcare technology platforms.
• Experience with Salesforce or comparable ticketing systems.
• Experience supporting handheld or mobile devices.
• Healthcare, pharmaceutical, or regulated industry experience.
• Demonstrated ability to meet KPI driven performance standards.
• Salesforce, Microsoft Teams, Service Now, Office products (Excel, Outlook, Word, Power Point), Smartsheet, Cisco Systems for phones/telephony, Verint.
• AI tools knowledge and usage. SAP knowledge is also helpful.

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I'd love to talk to you if you think this position is right up your alley, and assure a prompt communication, whichever direction. If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you.

Satwinder Sat Singh

Lead Technical Recruiter

Company Overview:

Amerit Consulting is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally; as well as small to mid-sized organizations on a local & regional level. Currently, Amerit has over 2,000 employees in 47 states. We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line. We create value by bringing together the right people to achieve results. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success. Our deep expertise in human capital management has fueled our expansion into direct hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clients businesses forward.

Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.