Bilingual Required Patient Portal/IT Help Desk Agent– Level 1 (Managed Services)

Highspring provides around-the-clock healthcare IT support, helping patients access their portals and resolve technical issues through a dedicated care-focused team in Nashville. In this Bilingual Level 1 Help Desk/Call Center role, you will be the first point of contact for customers seeking timely, courteous assistance, blending solid technical know-how with exceptional service in a fast-paced environment.

Position Details

• Location: Nashville, TN (onsite)
• Compensation: USD 16 - 19 per hour
• Experience: Minimum 1 year in Information Technology and/or Call Center settings
• Education: Associate's degree or equivalent experience

Responsibilities

• Escalate tickets and issues for the assigned call center as needed
• Record and process call transactions accurately using a computer and designated tracking software
• Support last-minute coverage needs when required
• Review customer information to identify issues by evaluating symptoms
• Provide service and support to end users via remote access or Internet channels
• Research required information using available resources
• Adhere to standard processes and procedures
• Follow up with customers and perform scheduled callbacks when necessary
• Stay informed with email, team chats, system information, changes, and updates
• Adhere to escalation procedures defined by management
• Ensure customers receive prompt, accurate, and courteous service

Requirements

• 1–2 years of experience in Information Technology and/or a Call Center environment preferred
• 2-year Associates degree or equivalent experience desired
• Strong phone etiquette and active listening abilities
• Clear written and spoken communication with proficient typing and grammar
• Knowledge of customer service principles; ITIL training is a plus
• Medical or clinical terminology is preferred but not required
• Ability to sit for extended periods
• Experience supporting software applications and equipment from a remote helpdesk
• Experience with mobile device support (iPhone and Android)
• Team player who builds positive relationships across the organization
• Strong drive to deliver exceptional customer service in a fast-paced setting
• Experience maintaining and troubleshooting all versions of Microsoft Windows OS
• Flexibility, adaptability, and creative problem-solving skills

Technologies

• Microsoft Windows
• ITIL

Preferred Qualifications

• Listening skills that accurately interpret what is being said
• Sound judgment to form objective interpretations affecting actions
• Ability to interpret and communicate value to the appropriate audience
• Emotional intelligence with the ability to manage self and others' emotions
• Clear, concise, and effective written communication
• Adaptability to respond positively to changes, delays, or unexpected events
• Self-directed leadership and a commitment to ongoing improvement
• Ability to build and maintain strong professional relationships
• Confidence in social interactions and collaboration with others