Healthcare Customer Service Representative

The Healthcare Customer Service Rep at Outsource Tel serves as the central point of contact for clinicians experiencing IT\-related incidents or submitting service requests. The Healthcare IT Support Specialist provides first\-level technical support to clinical staff and ensures timely resolution of issues while maintaining high levels of customer satisfaction. This role operates in a fast\-paced and dynamic environment, supporting users through multiple communication channels including phone, chat, self\-service portals, and remote access tools. ⸻ Key Responsibilities / Accountabilities All duties listed below are considered essential unless stated otherwise. • Provide general IT technical support including hardware and application troubleshooting. • Deliver advanced support for designated clinical applications and services. • Accurately log, update, and document all user interactions within the IT Service Management (ITSM) system. • Continuously develop knowledge of applications, technologies, and internal support processes. • Deliver exceptional customer service while assisting users in a professional, efficient, and supportive manner. • Maintain strong verbal communication and effectively assist both technical and non\-technical users across all organizational levels. • Develop, publish, and maintain knowledge base articles to support faster issue resolution for users and team members. • Maintain an intermediate understanding of internal IT service processes. • Understand system updates, process changes, and workflows that impact clinical staff. • Demonstrate flexibility and the ability to manage multiple priorities in a fast\-changing environment. • Apply basic knowledge of healthcare operations where applicable. • Move between workstations or facilities when required to provide support. • Work independently with minimal supervision while maintaining service quality standards. Required Qualifications Education Associate Degree in Information Technology, Computer Science, or a related field, or equivalent relevant work experience. Skills • Progressive knowledge of clinical software applications and healthcare IT operations. • Strong technical troubleshooting abilities and computer proficiency. • Excellent written and verbal communication skills. • Strong interpersonal, organizational, and time\-management skills. • Ability to understand instructions, respond to inquiries, and communicate solutions effectively. • Professional approach to problem solving and customer support. • Passion for educating and guiding users, creating an engaging and supportive learning experience. Experience 3–5 years of relevant experience in IT support, service desk operations, or a similar technical support role.