Help Desk Support Specialist, Tier 1 (After Hours, Remote)
UnityBPO | Remote (Albuquerque HQ)
Pay: $16.50 to $19.00 per hour

Location: Remote. Apply only if you live in New Mexico, Arizona, Oklahoma, or Texas.

Schedule: Weeknight and/or weekend availability is required. Specific shifts are confirmed with selected candidates before their start date.

About the role
Are you great at troubleshooting and solving people’s computer problems over the phone? At UnityBPO, you’ll support doctors, nurses, administrative staff, and patients with their technology and software issues. As a Service Desk Analyst, you’re the first line of resolution for home health, hospice, and hospital clients across the country, helping clear the technology barriers that stand in the way of patient care.

About UnityBPO
UnityBPO is a Healthcare IT company serving front-line healthcare workers and their patients. We provide excellent customer service, diagnose and solve technology problems, and stay calm when things get hectic. Our culture is open, honest, and focused on employee success.

What you’ll do

• Resolve software and hardware issues using logical problem-solving and documented procedures (Microsoft Office, VPN, Active Directory, client-specific applications, laptops, desktops, printers, VoIP telephony, and more).
• Support multiple clients across different ticketing systems.
• Quickly and accurately gather customer information.
• Escalate unresolved tickets to the appropriate team.
• Assign Urgency and Impact to tickets according to client requirements within the ITIL framework.
• Help clinicians (doctors, nurses, therapists, and others) with Electronic Health Record (EHR) usability.
• Deliver an outstanding customer experience with clear communication, patience, and empathy.
• Work independently while collaborating well with your team.
• Help cover phones during breaks and lunches.

• High school diploma or GED, or equivalent experience
• Customer service experience
• Working knowledge of PC operations and comfort switching between applications
• Excellent verbal and written communication skills
• Ability to multitask across multiple systems
• Strong problem-solving skills (if you like logic puzzles, this is for you)
• Willingness to receive feedback and apply it in real time
• Adaptability in a changing environment
• Flexibility with scheduling to meet business needs

Nice to have

• CompTIA A+ certification
• Knowledge of medical terminology
• Experience working in an EHR

What we offer

• Fully remote work
• Training on the job
• A supportive environment for applicants of all ages and backgrounds.

How to apply
Submit your application, then complete the Microsoft speed test and email the results to speedtest@unitybpo.com. For accurate results, connect your PC to your router with an Ethernet cable.

 Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
• The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.