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IT Help Desk Agent POST NUMBER: 5678953003

Remote, US
$ 16.00 - 20.00 yearly
direct hire
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Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations. 

The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.     

Description: 

The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role. 

Pivot Point Consulting Values:  

The duties and responsibilities below are expected to be performed while observing the following Pivot Point Consulting Core Tenets:  

  • A Team First Approach, supported by the core tenets; be proud to wear the jersey, stay team focused and assume positive intent.
  • Self-Awareness, supported by the core tenets; outlaws welcome, stay coachable and be comfortable with healthy conflict.  
  • Solutions Oriented, supported by the core tenets; be entrepreneurial, be electable, and fix the problem not the blame.  
  • Grit, supported by; work hard stay free and play ‘til the whistle.  
  • Communication: Communication is king. At PPC, we phone first.  
  • Trust: Building genuine relationships is critical to our success.  
  • Quality: We strive for excellence in all we do.
  • Happyology: It makes the world go round.  
  • Think: We are thought leaders. 

Duties and Responsibilities:  

  • Ticket/Issue Escalations for assigned call center 
  • Accurately process and record call transactions using a computer and designated tracking software 
  • Assist with last minute coverage needs 
  • Review customer’s information and determine the issue by evaluating and analyzing the symptoms 
  • Deliver service and support to end-users, including via remote connection or over the Internet
  • Research required information using available resources
  • Follow standard processes and procedures
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with email, team chats, system information, changes, and updates
  • Follows proper escalation procedures as defined by management
  • Ensure customers receive prompt, accurate and courteous service 

Supervision Responsibilities: No 

Travel: No 

Competencies: 

  • Oral Communication: Speaks in a clear, concise, and confident manner.  
  • Listening Skills: Attentively listens to understand and interpret what is being said. 
  • Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions.  
  • Marketing: Interprets, delivers, and communicates value to appropriate target audience. 
  • Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.
  • Written Communication: Develops written communication that is clear, concise, grammatical, and influential.
  • Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation. 
  • Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical. 
  • Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection. 
  • Social Confidence: Exhibits self-confidence in social settings and when dealing with others. 

Qualifications:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Education/Experience:  

  • 1-2 years of experience in the Information Technology and/or Call Center field preferred 
  • 2-year Associates degree or equivalent experience is desired. 

Skills:  

  • Proper phone etiquette and effective listening skills
  • Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
  • Knowledge of customer service principles and practices (ITIL training a plus)
  • Medical/clinical terminology is preferred, but not required
  • Must be able to sit for long periods of time
  • Experience supporting software computer applications and equipment from a remote helpdesk environment
  • Experience with mobile device support (iPhone and Android)
  • Must be a team player and build good working relationships across all functions of the company
  • Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
  • Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
  • Need to be flexible, adaptable, and possess creative problem-solving skills 

Compensation and EEOC:  

Vaco strives to provide a work environment that is free of discrimination. It is the policy of Vaco that all applicants and employees are entitled to equal opportunity regardless of race, color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, veteran status, or other protected characteristics as required by local, state, and federal law. 

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law, Vaco believes that the following salary range reasonably estimates the base compensation for an individual hired into this position in geographies that require pay range disclosure: $16 - $20/hour.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

  • the individual’s skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

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