Call Center Agent - Service Desk

Job Number: 6460

Workplace Type: Hybrid Remote

Position Title: Call Center Agent - Service Desk

External Description:

 

Overview of the role:

Alignment Health is seeking a motivated and customer focused Service Desk Call Center. As a Service Desk Call Center Agent, you will be responsible for addressing customer inquiries, resolving technical issues, and providing exceptional customer service. These interactions can include inbound calls, outbound calls, emails, live chats, and ticketing system.

The role involves effective communication, problem-solving, and a strong commitment to customer satisfaction.

 

Responsibilities:

• Respond to inbound calls, emails, and chat messages from clients seeking technical assistance.
• Log all help desk calls or email requests into Incident Reporting System and update tickets as required by departmental policy.

• Provide local and remote support with Okta, Windows 10, Office 365, Teams, Citrix, iOS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.
• Diagnose and identify technical issues, escalating complex problems to appropriate teams if necessary.
• Stay informed about product updates, modern technologies, and industry best practices.
• Keep peers and end users informed of trends, significant problems, unexpected delays, and anything new in the environment.
• Ensure all protocols and service desk processes are compliant with DTS Operations Policies and Procedures as well as company Policies and Procedures.
• May be required to provide after-hours and weekend support.

Requirements

• 1-2 years or helpdesk or call center experience.
• Previous experience utilizing Service Desk ticketing systems.
• Experience resolving multiple tier issues – trouble tickets related to technical difficulties with hardware, software, desktops, laptops, portable devices, and minor networking issues.
• Experience with Microsoft Windows operating systems and Office suites. Experience with OSX and Mac hardware.
• Capable of connecting printers, scanners, and copiers.
• Strong written and verbal communication skills – able to relay technical ideas to business or non-technical audiences.
• Ability to maintain composure, tact, and effectiveness under stressful conditions. Especially when working with Senior Leadership
• High School Diploma or equivalent certification.
• Microsoft and/or CompTIA certifications a plus.

 

 

 

 

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Call Center Agent - Service Desk

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].