Technology Customer Service Coordinator

It's fun to work in a company where people truly BELIEVE in what they're doing!

Our intention is to have employees who are passionate about making their personal mission statement come to life each day at work! Be it through providing healing, eradicating loneliness, contributing to efficiencies, streamlining processes, being dependable, sparking creativity or something else, the demonstration of HOW you do your job is just as important as WHAT you do in your job.

Alongside our valued employees, we are making a difference throughout the state of Ohio in the lives of those that need healthcare or those embracing the next chapter of their lives. Sustained members of our team demonstrate accountable behavior and share our values of customer service, innovation, integrity, financial stewardship, leadership, and care.

The Technical Customer Service Coordinator is responsible for providing excellent Information Services (IS) logistical, customer support for the onboarding and offboarding of Ohio Living Holding division personnel in accordance with company standards and federal, state, and local standards, guidelines, and regulations.

Essential Activities and Tasks

Customer Relations and Service Delivery-45%

• Assists hiring managers with IS specific support by providing excellent new employee experience, this includes providing the necessary hardware and software access for their job specific duties.

• Ensures any/all necessary IS equipment is set, functional and delivered in advance of new employee start date.

• Works with hiring manager to determine necessary equipment and software programs procured, passwords obtained and delivered timely to the appropriate location.

• Coordinates regular, ongoing meetings (not less than quarterly) with Executive Directors to determine ongoing needs or process improvement opportunities.

• Provides written standardized timeline for initial training to learn software navigation.

• Conducts check-in calls with new hires on days 1, 3, 5 until navigation of software is demonstrated and transitioning the employee to the hiring manager.

• Assists employees in submitting IS tickets when unable to resolve.

Operations Management-45%

• Develops overall IS procedures for optimization and onboarding of Ohio Living teammates.

• Completes all HCHB worker profile set up, coordinates with Clinical Analysts and engages with hiring manager to ensure accurate software setup is complete in anticipation of new hire start date.

• Creates complementary onboarding videos and other resources to educate and support end users in software application fundamentals.

• Evaluates and identifies areas for process improvement to support the technical and customer service goals associated with onboarding, off boarding and personnel transition.

• Collaborates with internal IS areas regarding user support for new and existing systems.

• Develops and maintains software and system needs inventory relative to each Ohio Living job role.

• Tracks, trends, analyzes, and reports on onboarding technical issues to IS and external audiences

Quality, Compliance, and Risk Management-10%

• Ensures that technical support benchmarks and leveling metrics are met.

All other duties as assigned.

Qualifications

Education

• Associate’s degree in a related field required .

Experience

• Five years’ experience in technical support and training required, in lieu of degree.

• Three years’ experience in computer office support required, to include telephone support and help desk experience preferred.

• Knowledge of personal computer hardware and software operations required.

• Proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint), and the internet required.

• Experience delivering computer training preferred.

• Project management experience preferred.

Other Requirements

• Must be able to read, write, speak, and understand the English language.

• Must possess a valid driver's license and acceptable driving record. Must be insurable under professional liability and crime coverage policies as specified by insurance carrier underwriting standards.

Working Conditions and Special Requirements

Sitting- Up to 8 hours/day

Standing- Up to 4 hours/day

Walking- Up to 2 hours/day

Lifting, transferring, pushing, or pulling equipment/supplies.-Up to 50 pounds

Driving-Up to 6 hours/day

Travel % / Overnight Travel-As needed

Work weekends, evenings, and holidays.-Special circumstances

On-call availability-24/7 for emergencies

Risk Category for Exposure to Bloodborne Diseases-III