IT Customer Support Service Specialist II

Labcorp is hiring an IT Customer Service Specialist to join an existing team.  This person will provide troubleshooting and IT support.  The ideal candidate will have at least 1-2 years of IT specific call center experience.

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RESPONSIBILITIES

• Responsible for both inbound and outbound helpdesk phone calls from customers
• Install, test, configure, troubleshoot and repair hardware/software for desktop support
• Evaluate the nature of customer issues to determine the proper resolution
• Escalate calls to Field Technicians or Level 2 support as needed
• Document all calls in the ticketing system in an accurate and timely manner  
• Provide support for both Labcorp’s eProducts and Enterprise software applications
• Setup, process and schedule eProduct requests received by Labcorp sales team
• Create and maintain customer’s online access including password resets, username maintenance, software training and software installation
• Respond to all customer inquiries within a timely manner
• Ensure follow-up and completion of all outstanding client issues
• Perform preventative maintenance and application updates as necessary
• Monitor and ensure delivery of laboratory results to the client base
• Work closely with teammates and direct supervisors to ensure completion of all job duties
• Perform administrative/clerical duties and technical tasks as needed

REQUIREMENTS

• 1+ years of experience in an IT Support Call Center environment is required
• Prior experience troubleshooting hardware, software, and networking issues
• Previous experience in a customer service position
• Strong communication skills: both written and verbal
• Ability to work independently or in a team environment
• Flexibility to work overtime as needed

PREFERENCES

• Associates degree within Information Technology or Computer Science
• IT Certifications such as A+ or Net+
• Experience in the healthcare industry
• Current or previous Labcorp experience
• Experience with ticketing software is a plus
• Candidates in Eastern Time given preference due to support hours