Corporate - HMIS Help Desk Rep Job Locations US-TX-Houston Associate Requisition ID Req.65929 # of Openings 1 Category (Portal Searching) Information Technology Type Full-Time Overview & Responsibilities GENERAL ACCOUNTABILITIES The HMIS Help Desk Representative provides first line support to end users of enterprise applications as primary phone support for the Application Help Desk. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication. Ensures all calls received by the Application Help Desk are properly handled and escalates issues, as needed, to the appropriate Application Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the Application Help Desk. SPECIFIC RESPONSIBILITIES 100% APPLICATION Customer Support Acts as a customer service representative for the APPLICATION Operations Support department; provides phone-based support a minimum of 90% of the time. Provides problem resolution support for all APPLICATION related hardware and APPLICATION, Carepoint 2.0 application issues that have been received by the APPLICATION Help Desk. Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Help Desk 2 Team. Tracks problem/issue through to resolution. Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 70-80% first call resolution and can expect to field at least 30 calls/day. Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment. Shares critical information with peers to aid in the development of other team members skills. Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently. Maintains the highest level of professionalism with all callers; diffuses calls from irate customers. Requirements & Qualifications Education: Must have two (2) year degree or technical program. Four (4) year degree in Information Technology or related field preferred. Demonstrated competency or previous related experience will be considered in lieu of degree requirement. Experience: A minimum of 2 years experience in technical and operational support for customers in the use of computer hardware and applications via telephone is required. Additional experience in troubleshooting, installation, configuration and maintenance of computer technology and related hardware preferred. SCI Overview Who we are. What we do. Were more than North Americas largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe. We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of ones life. Benefits Options: Health benefits (medical, dental, vision, life) 401K Retirement Savings Plan with company match Vacation and sick time Tuition reimbursement Funeral discounts, and more SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at www.sci-corp.com . As used herein, SCI refers to Service Corporation International and its affiliated companies. Equal Opportunity Employer, M/F/D/V