Rep, Technical Support II - Teterboro, NJ req35516 in Teterboro, NJ at Quest Diagnostics

Date Posted: 11/7/2019

Job Snapshot

Job Description

Rep, Technical Support II- Teterboro, New Jersey - 

Basic Purpose:  

MyQuest Technical Support Rep will provide first-level technical and non-technical support for Consumer Suite of Products, including but not limited to, MyQuest Patient Portal (Web & Mobile) and QuestDirect. 
This position will review, diagnose, and resolve basic and complex issues using various support tools and systems.  Maintain timely, accurate, and detailed record of each interaction and provide follow-up to ensure total contact ownership.  Recognize problems outside of MyQuest Help Desk environment and escalate to appropriate functional support teams when necessary.

Principle Duties: 

  • Review, analyze, diagnose, and resolve support inquires received via e-Mail, telephone, Gazelle Tracker, PRS Admin, Chat, and Skype related to MyQuest and QuestDirect using established guidelines and processes.
  • Understand and comply with security and support policies and procedures.
  • Perform assessment analysis to identify root cause as well as scope of problems and escalate recurring issues to management.
  • Maintain proficiency in applications and product expertise to serve as an internal consultant in multiple applications and functionalities.
  • Demonstrate ability to effectively communicate, verbal and written, with all levels (consumers, technical and non-technical personnel, and leadership).
  • Use appropriate tools to document all pertinent details of support inquiries to allow for maintaining of complete and accurate records:  HP Service Manager Ticketing System, Outlook, PHI Tracking Tool, etc.
  • For inquiries submitted via email – offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than email.
  • Comply with and proactively contribute to the improvement of all established processes and procedures to ensure regular adherence to Service Level Agreements and Service Level Objectives.
  • Maintain up to date knowledge and assimilate quickly to product enhancements and releases.
  • Be accountable for meeting and/or exceeding individual and departmental Key Performance goals set by NCECS leadership team.
  • Participate in development of process, procedure, and technical documentation for communication as well as adhoc and scheduled training for continuous learning and improved efficiency across the team.
  • Partner across functions (NCECS, Billing, Patient Advocacy, Data Steward, Legal, Compliance, IT, etc.) to review, investigate, and provide recommendations for problems or gaps.
  • Serve as peer mentor for teammates as required.
  • Lead by example in demonstrating “Everyday Excellence” and modeling Quest behaviors.
  • Accept changes in the organization, including additional job responsibilities and schedule changes when appropriate.

THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB.  THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM

Qualifications:

Job Qualification

Education Preferred:  Minimum high school diploma or equivalent 

Other:

  • Strong background in customer service as well as use of Help Desk tools, processes, procedures and environment, including ticket logging software
  • Proficient in Internet related applications such as Web Browsers, E-Mail, and Microsoft suite of products.
  • Effective and exceptional reading and writing English communication skills.
  • Proven ability to deliver a high level of quality service with great enthusiasm for helping customers.
  • Demonstrated composure in stressful situations. 
  • Strong ability to work through complex problems and provide efficient and effective solutions.
  • Ability to provide clear and concise problem descriptions and updates acquired as part of the problem resolution process.
  • Demonstrated ability to follow company and department policies and procedures.
  • Demonstrated ability to handle multiple tasks and work in a fast-paced environment.
  • Ability to work in a team environment. 
  • Demonstrated ability to coach or mentor others.
  • Must be able to adhere to schedule changes based on department and/or business needs. 
  • Willingness to participate in holiday and illness coverage, when necessary.
  • Bilingual Spanish/English is a plus but not required.

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