Helpdesk Level 1 Support

Q-Centrix

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Q-Centrix is the largest exclusive provider of clinical data management solutions to acute care hospitals. A market disruptor and innovator, Q-Centrix believes that there is nothing more valuable than clinical data as it is critical in delivering safe, consistent, quality healthcare for all. Bringing together deep expertise across providers, clinical knowledge, data and software, Q-Centrix provides an integrated approach that can redefine and streamline the data management and real-world application process for the healthcare industry, thereby enabling increased efficiency and exciting new solution opportunities.

Providing the industry’s first Enterprise Clinical Data Management (eCDM™) platform, Q-Centrix utilizes its market-leading software, the largest and broadest team of clinical data experts, a modern-stack software and reporting data structure, and best practices from its 1,200+ hospital partners to securely extract, curate, structure, and enhance clinical data at the highest quality level. The resulting high quality structured clinical data is then utilized to support reporting demands, drive improved care delivery, meet financial and operational needs, enable population health workflows and power broad research use cases. Its solutions cover a breadth of clinical segments, including cardiovascular, oncology, infection prevention, trauma and real-world data applications. Q-Centrix’s platform enables its partners to access valuable clinical information that may otherwise be trapped across multiple workflow systems and clinical information platforms. Q-Centrix is positioned for continued growth as they integrate new capabilities and business lines.

Backed by a leading global private equity growth firm, TPG, Q-Centrix will continue to invest heavily in technology (data, software, automation), people, and processes that can accelerate access to high quality structured clinical data at scale and facilitate greater real world data applications.

Job Summary:

The Help Desk Team is the 1st line of defense when our data abstraction team or any corporate team member needs technical assistance including systems, products, facility access, etc. In this position, the Help Desk Technician will provide support via live phone and electronic ticket submission.

Roles and Responsibilities:

  • Quickly learn the configuration and workflow of our clinical data registry abstraction software products
  • Provide technical support to a large, remote team whose success depends on the technology they use every day
  • Respond to customer support requests that come in via phone, email, or customer portal
  • Monitor support queue for tickets requesting assistance on specific issue types
  • Address end-user issues in a professional, courteous, and collaborative manner
  • Escalate complex issues to appropriate team leads/managers in a timely manner
  • Troubleshoot and fix known application issues in a remote manner in both server and end-user devices
  • Troubleshoot issues collaboratively with team members and our other company departments as part of an integrated technology partnership
  • Interact with clients using professionalism and promptness
  • Document resolutions and build knowledge base articles
  • Flexible Availability expected – potential to work occasional evening and weekend shifts
  • Other Duties: As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities—these may evolve right along with us!

Required Skills/Abilities:

You’re an energetic and hard-working individual. You’re meticulous in your attention to detail and consider yourself a quick learner. You’re our ideal team member if you have…

  • Experience with Office applications
  • Experience with Cloud and Remote Desktop technologies
  • Experience with ticketing systems such a Freshdesk
  • Previous, proven experience troubleshooting on the phone
  • Ability to effectively manage competing priorities with a sense of urgency
  • Excellent written and verbal communication skills with internal and external customers
  • A service-oriented mentality – Actively looking for ways to help people; take initiative and be proactive
  • Love for helping others solve problems
  • Enjoyment working in a high-volume environment

Preferred Education and Experience:

  • Bachelor’s degree in computer science or technology
  • Inbound phone support in a Customer Service role.

Supervisory Responsibilities: None

Work environment/Physical Demands: Continuous sitting and fine manipulation.

Travel Requirements: 0-5% for company events

Work Authorization:  Legally able to work in the United States without sponsorship.

Total Rewards:

At Q-Centrix, our purpose—safer, consistent, quality healthcare for all—drives everything we do. To accomplish this important work, we need to attract, engage, and retain a talented team by providing a compelling, equitable rewards package comprised of an inclusive culture, flexible work environment, learning and development opportunities, competitive pay that rewards high performance, and robust benefits that support health and financial wellness. Add to this package a supportive community of people who help each other not only do meaningful work, but learn, grow, and have fun while doing so, and you get an organization that has earned the Great Place to Work distinction multiple years in a row!

The target salary range for this role is $20.00 – $22.00 an hour. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. Salary ranges are reviewed, at minimum, annually and all team members are eligible for performance-based salary increases during our organization’s annual review period. The annual bonus payout may be higher or lower than target, dependent on individual and company performance and is considered variable pay.

In addition to our inclusive and innovative working environment and competitive pay, team members enjoy:

  • Remote work environment and a generous Paid Time Off program with additional paid time for volunteering.
  • Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
  • 401(k) retirement plan with a company match.
  • Opportunities for professional development.

Commitment to Diversity, Equity, Inclusion and Belonging: 

At Q-Centrix, we hire people who love learning, value innovation, and believe in our purpose of safer, consistent, quality health care for all. We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

We employ people based on the needs of the business and the job, and their individual professional qualifications. Here’s what does not impact our employment decisions: race, religious creed, religion, color, sex, sexual orientation, pregnancy, parental status, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status, health, marital, civil union or domestic partnership status, or any status or characteristic protected by the laws or regulations in locations where we operate. If you are an individual with a qualified disability and you need an accommodation during the interview process, please reach out to your recruiter.

 

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