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Corewell Health operates over 300 outpatient clinics across Michigan, bringing a multitude of care options to the communities that we serve. There are over 40 different types of primary care and specialty practices, which allows those who work in these clinics the opportunity to learn and explore various interests or to specialize in one area.
Customer Support Technician Associate
Location
United States
Posted
83 days ago
Salary
$19 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Support Technician Associate
Corewell Health
We are seeking to hire two (2) full-time, direct hire, fixed-term Customer Support Technicians. These positions are expected to run until mid-September with a possibility of an extension until the end of 2026. - Schedule: Friday, Saturday, Sunday, Monday, and Tuesday - Hours: 7:00 a.m. to 5:00 p.m. - Base pay is 19/hr. Shift premiums available for work outside of regular business hours and range from an additional 2.00 to 4.25/hr. - Fully remote (must be a Michigan resident) Job Summary Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls. Essential Functions - Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Information Services (IS) contact for Corewell Health users who report hardware or software issues. - Following the appropriate processes, policies and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders. - Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues. - Documents best practices and triages when appropriate, and works with various technical teams to create or to improve documentation, and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases. - Looks for opportunities to learn from more experienced Customer Support Technicians. Qualifications Required - High School Diploma or equivalent - Less than 2 years’ experience in related field - Experience working in customer service - Basic technical skills and knowledge Preferred - Associate's Degree /Technical school or equivalent - Experience with clinical information systems and environments About Corewell Health As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence. How Corewell Health cares for you - Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here. - On-demand pay program powered by Payactiv - Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! - Optional identity theft protection, home and auto insurance, pet insurance - Traditional and Roth retirement options with service contribution and match savings - Eligibility for benefits is determined by employment type and status Primary Location SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids Department Name Workforce Management - Corporate Employment Type Full time Shift Variable (United States of America) Weekly Scheduled Hours 40 Hours of Work Days Worked Weekend Frequency CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only. Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief. Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category. An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team. You may request assistance in completing the application process by calling 616.486.7447.
Job Requirements
- High School Diploma or equivalent
- Less than 2 years’ experience in related field
- Experience working in customer service
- Basic technical skills and knowledge
- Preferred: Associate's Degree /Technical school or equivalent
- Preferred: Experience with clinical information systems and environments
Benefits
- Comprehensive benefits package to meet your financial, health, and work/life balance goals.
- On-demand pay program powered by Payactiv
- Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
- Optional identity theft protection, home and auto insurance, pet insurance
- Traditional and Roth retirement options with service contribution and match savings
- Eligibility for benefits is determined by employment type and status
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