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-technical users.
Language: Fully

📌 Helpdesk associate (Jalisco)
🏢 NTT America
📍 Jalisco