Onsite Work schedule (days & time): M-F 8-hour
shift between 6am and 6pm.
As the Provider Solutions Technology Support Agent, you are responsible for maintaining and coordinating the distribution of technology solutions hardware and software to customers. The Associate will facilitate the intake and shipment of hardware and peripherals in collaboration with Onboarding for new implementations, repairs, and refurbishing. The Associate will also be responsible for ordering and maintaining appropriate inventory levels in coordination with US Oncology and Client procurement.
Provider Solutions Technology Support Agent collaborates with the Customer Support, Account Management, Implementation, and Project management to ensure on-time delivery of services. Associate s will also partner with Product and Operation leads to develop a deep understanding of hardware and application integration dependencies, providing input on the design and development of the inventory management cabinet and software needs to drive customer success.
Responsibilities include
Provide world-class, white-glove , customer service experiences, Providing first line technical support to Technology Solutions customers
Ability to lift and carry up to 40 pounds on a regular basis (8-hour shift plus overtime if necessary); ability to lift and carry from 50 to 75 lbs. for short distances
Trained in all functions including receiving, testing, storing, order filling, packaging, and shipping of equipment
Ensure customer bundles are prepared and deployed quickly and accurately for new installations.
Coordinate break-fix services with customer and 3rd party vendors.
Maintains PAR levels for all inventory items and restocks shelves.
Track delivery and maintain requests for all technology solutions equipment orders.
Manages vendor inventory flow, inputting new equipment in Ops.
Testing new and returned equipment to determine if equipment is operable and meets TS quality and technical requirements.
Processing returns and updating customer profiles with active and de-installed equipment.
Analyzes, understands, and acts on information from key reports to report active counts of inventory to internal stakeholders.
Maintains a clean, organized, and safe work environment, ensure equipment is properly stored.
Document all new and break-fix request details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Supervisor or Tier 2
Additional Responsibilities
Provide mentorship to Tier 1 customer service agents, via remote and in-person collaboration
Support applications on various OS and Devices - computers, laptops, tablets, smart phones
Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved
Facilitate deep dive troubleshooting of hardware issues and create easy-to-follow knowledge base articles on findings, updating the knowledge base when necessary due to changes in process or product
Minimum Requirements
Degree or equivalent or 2+ years of relevant experience
Critical Skills
Understanding of Windows operating systems, PC imaging, networking, and hardware troubleshooting
Exceptional communication and organizational skills, superior attention to detail and an ability to prioritize responsibilities and adhere to deadlines.
Ensure consistency of documentation practices in alignment with business partners and key stakeholders
Must be able to exercise sound critical thinking and problem-solving skills and execute position responsibilities with minimal guidance
Ability to communicate technical issues to non-technical personnel
Superior attention to detail and ability to prioritize incidents and requests in a fast-paced environment, meeting all delivery deadlines
Ability to exercise sound critical thinking and problem-solving skills, executing responsibilities with minimal guidance
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