Patient Portal & Technical Support Agent
About the Role:
Join our Patient Portal and Technical Support Service Desk as a front-line Support Agent. In this role, you will be the first point of contact for patients and healthcare users requiring login assistance, troubleshooting, and technical support.

This position operates within a 24/7/365 call center environment dedicated to ensuring our healthcare operations run smoothly. We are committed to your growth; agents participate in ongoing training and development designed to prepare them for next-level support and promotional advancement.

Key Responsibilities
- Inbound Support: Respond to incoming calls regarding workflow issues, application errors, access permissions, and system functionality.
- Issue Resolution: Resolve most incoming technical contacts at the first-level support stage.
- Escalation: Identify and elevate complex technical and application issues to the appropriate tier-two teams when necessary.
- Customer Service: Provide professional, high-quality service by adhering to established scripts, workflows,



and corporate policies.
- Continuous Improvement: Identify and suggest potential enhancements to improve the overall patient and user experience.
- Operational Adherence: Remain at your designated workspace and within the phone queue for the duration of an 8-to-10-hour shift (with scheduled breaks).

Shift & Training Requirements
- Shift Flexibility: Candidates must be shift-adaptable. This position requires shift work, including nights, weekends, and holidays.
- Training: Account-specific training is conducted during day shift hours, regardless of your permanently assigned shift.

Basic Qualifications
- Experience: 1 to 3 years of customer service experience (preferably in a contact center or medical environment).
- Problem-Solving: 1 to 3 years of experience analyzing and resolving customer technical issues.
- Communication: Ability to communicate complex technical information clearly to non-technica

📌 Helpdesk Associate (Jalisco)
🏢 NTT America
📍 Jalisco