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-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 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-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 requirements

workspace: 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 (2 fa).

physical demands: ability to read text on computer screens for the full duration of an 8-to-10-hour shift. Preferred skills demonstrated 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, 1099 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 services

ntt 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. To learn more, please visit furthermore, ntt data services will make accommodations for eligible applicants on a case-by-case basis. Please email eeoofficer@ for assistance. #j-18808-ljbffr

📌 Helpdesk associate - clinical service desk (Jalisco)
🏢 NTT America
📍 Jalisco