Call Triage and Support / Dispatch after hours for technical difficulties For Pittsburg PA.

• Note: MUST be available to train/onboard during standard business hours M-F 8am – 5pm. Estimated timeframe would be 4-6 weeks. Once trained, will then move to their standard after hour shift.

• Note: May need to travel to main office location in Pittsburgh area and/or do Field Service ride a long for onboarding and/or other training.

May also be required to attend large team meetings typically only held 1-2 times per year

Shift Days/ For Training M-F 8am 5pm 4-6 weeks then switch to after hours schedule.

After Training will switch to Afterhours schedule. Sunday through Thursday 10:00pm EST – 6:30am EST

Wages: Based on Skills and Education $26.00 – 28.79

Requirements : Associate degree in business or technical discipline with 1 year of overall experience OR High School Diploma/GED and 3 years of overall experience in areas such as a technical call center, customer relations/facing or a remote service support role.

Report To: Customer Response Squad Lead

Purpose:

• This position sits under company Radiology Customer Response Squad and is responsible for qualifying or "triaging" initial customer calls that require technical assistance.

• Based on level of need, responsibilities include offering an operator level solution to diagnose and troubleshoot basic hardware issues and escalating more complex issues to the appropriate level of support within other areas of the Customer Response or other Solution Delivery Squads.

• Also include supporting general call inquiries, part order processing and supports resolution of customer inquiries regarding parts and service dispatch.

• Supports updating and accurately maintaining data in SAP and CRM systems and other administrative type activities that can be supported outside of core business hours.

Key Tasks:

Provides after hours first call support for device and hardware technical troubleshooting inquiries by utilizing a knowledge-based system to provide operator type solutions to the customer; facilitates resolution of customer/field issues.

Utilize SAP and CRM Systems to professionally handle and document customer/field calls received via phone, CRM, email and web.

Provide dispatch service to customers as well as manage Dispatch console for the field.

Supports customer resolution needs for all inquiries.

Supports part order; inquires, data entry process and troubleshooting.

Assists in supporting other assigned projects/tasks requiring data input, document research and analysis and/or metric tracking, cross functional teamwork.

Ability to assist training and onboarding; assist with training documentation and training delivery.

Key Working Relation:

All external Customers, Customer Squads (Field Service, Sales and Clinical) and Delivery Solution Squads (specifically TAC, Connectivity Support and Field Operations Squad).

Also, Logistics, Credit and Collections, Regulatory, Legal, IT/Sap Support.

Skills & Qualifications:

Associate degree in business or technical discipline with 1 year of overall experience OR High School Diploma/GED and 3 years of overall experience in areas such as a technical call center, customer relations/facing or a remote service support role.

Advanced problem-solving skills, demonstrated experience in dealing with difficult inquiries and customer issues with little supervision, strong sense of urgency

This position requires strong communication skills, both written and oral as well as the ability to apply empathy and resolve conflict

This position requires a willingness to learn, demonstrate excellent inter- personal and organizational skills

Demonstrated ability to follow specific guidelines & procedures

Proficiency in Microsoft Office product suite

Ability to work in a fast-paced environment and very independently

Working knowledge of CRM systems preferred

If this sounds like your please send me your resume!

Pay Details: $26.00 to $28.79 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance