Helpdesk Associate - Clinical Service Desk

NTT
Guadalajara
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: high_schoolSkills: ["Problem-solving","Communication","Organizational skills","Attention to detail","Active listening"]

Provide first-line technical support for a healthcare patient portal and assist users with login, access, troubleshooting, and application issues in a 24/7/365 service desk environment. Resolve most requests at first level, escalate complex problems to tier-two teams, and deliver customer service aligned to scripts and policies. Work shift-based schedules (nights/weekends/holidays) with account training and help drive continuous improvements to the patient and user experience.

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FursaFursa
NTT
NTT
4 days ago

Helpdesk Associate - Clinical Service Desk

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Provide first-line technical support for a healthcare patient portal and assist users with login, access, troubleshooting, and application issues in a 24/7/365 service desk environment. Resolve most requests at first level, escalate complex problems to tier-two teams, and deliver customer service aligned to scripts and policies. Work shift-based schedules (nights/weekends/holidays) with account training and help drive continuous improvements to the patient and user experience.
Location: Guadalajara
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Respond to incoming calls for workflow issues, application errors, access permissions, and system functionality.
  • •Resolve most technical contacts at the first-level support stage.
  • •Identify and escalate complex technical and application issues to appropriate tier-two teams.
  • •Provide professional, high-quality customer service following established scripts, workflows, and corporate policies.
  • •Remain at your designated workspace and within the phone queue for the full shift duration with scheduled breaks.

Key Requirements

  • •High school diploma or equivalent is required.
  • •1 to 3 years of customer service experience, preferably in a contact center or medical environment.
  • •1 to 3 years of experience analyzing and resolving customer technical issues.
  • •Ability to communicate complex technical information clearly to non-technical users.
  • •Fully bilingual with proficient verbal and written English skills.
Experience:1-3 yearsHealthcareContact center
Education:High School
Skills:Problem-solvingCommunicationOrganizational skillsAttention to detailActive listening
Languages:English

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn