Patient Portal & Technical Support AgentAbout 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 ResponsibilitiesInbound 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 RequirementsShift Flexibility: Candidates must be shift-versátil.
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 QualificationsExperience: 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-technical users.Language: Fully bilingual with proficient verbal and written English skills.Skills: Strong organizational skills, attention to detail, and proficient typing speed.Education: High school diploma or equivalent required.Work from Home / Technical RequirementsWorkspace: A quiet, private, and distraction-free workspace.Connectivity: High-speed, wired internet connection (ethernet connection required; no Wi-Fi).
Equipment: A working cell phone available for manager communication and Two-Factor Authentication (2FA).
Physical Demands: Ability to read text on computer screens for the full duration of an 8-to-10-hour shift.Preferred SkillsDemonstrated customer-first philosophy and strong active listening skills to analyze caller needs accurately.Proven ability to work optimally and adapt quickly in a fast-paced environment.This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries.
Please note, **** or corp-2-corp contractors or the equivalent will NOT be considered.
We offer a full comprehensive benefits package that starts from your first day of employment.About NTT DATA ServicesNTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services.
We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.
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Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis.
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📌 Helpdesk Associate - Clinical Service Desk (Jalisco)
🏢 NTT America
📍 Jalisco