Call Center Agent - Service Desk at Alignment Healthcare USA, LLC in Orange, California

Job Description:

Overview of the Role:

Alignment Health is seeking a motivated and customer focused Service Desk Call Center. As a Service Desk Call Center Agent, you will be responsible for addressing customer inquiries, resolving technical issues, and providing exceptional customer service. These interactions can include inbound calls, outbound calls, emails, live chats, and ticketing system.

The role involves effective communication, problem-solving, and a strong commitment to customer satisfaction.

Responsibilities:

• Respond to inbound calls, emails, and chat messages from clients seeking technical assistance.
• Log all help desk calls or email requests into Incident Reporting System and update tickets as required by departmental policy.

• Provide local and remote support with Okta, Windows 10, Office 365, Teams, Citrix, iOS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.
• Diagnose and identify technical issues, escalating complex problems to appropriate teams if necessary.
• Stay informed about product updates, modern technologies, and industry best practices.
• Keep peers and end users informed of trends, significant problems, unexpected delays, and anything new in the environment.
• Ensure all protocols and service desk processes are compliant with DTS Operations Policies and Procedures as well as company Policies and Procedures.
• May be required to provide after-hours and weekend support.

• 1-2 years or helpdesk or call center experience.
• Previous experience utilizing Service Desk ticketing systems.
• Experience resolving multiple tier issues - trouble tickets related to technical difficulties with hardware, software, desktops, laptops, portable devices, and minor networking issues.
• Experience with Microsoft Windows operating systems and Office suites. Experience with OSX and Mac hardware.
• Capable of connecting printers, scanners, and copiers.
• Strong written and verbal communication skills - able to relay technical ideas to business or non-technical audiences.
• Ability to maintain composure, tact, and effectiveness under stressful conditions. Especially when working with Senior Leadership
• High School Diploma or equivalent certification.
• Microsoft and/or CompTIA certifications a plus.