Help Desk Agent

Business Systems New York, Ottawa, or Raleigh, United States


Description

The Help Desk Agent is responsible for the first level of technical and account administration support internal staff at Phreesia. As the initial point of contact, you will be responsible for providing an excellent level of customer service while effectively troubleshooting and resolving technical problems and escalating issues as required.

Responsibilities:

  • Provide an outstanding experience to employees throughout the support process.
  • Manage multiple avenues of support requests including cases, telephone and e-mail.
  • Troubleshoot a wide range of programs, tools and hardware in use by all teams at Phreesia.
  • Effectively document reported issues and escalate through the ticketing software.
  • Manage and update ticketing software as support issues are resolved.
  • Contribute to the internal employee knowledge base to help reduce inbound help tickets.
  • Identify and suggest possible improvements on procedures.
  • Support the roll out of new tools and systems to all employees.
  • Act as both a Subject Matter Expert and Super User for designated set of tools.

Qualifications:

  • College diploma or University degree (preferred)
  • Experience in a technical or customer support role
  • 1- 3 years of combined experience in a customer service role
  • Superior communication, interpersonal and telephone skills
Phreesia is proud to be an equal opportunity employer.

Phreesia would like to thank all applicants for submitting their resume, however, only applicants selected to be interviewed will be contacted.