Entry-level Technical Support (helpdesk) - level 1

About the Company

Transcend Services, Inc. (NASDAQ: TRCR, www.TRCR.com) is one of the top medical transcription services companies in the country.  At Transcend, we believe that accurate, reliable and timely transcription creates the foundation for the electronic patient medical record.  To this end, the Company has created Internet-based, speech-recognition enabled, voice-to-text systems that allow our 2000+ skilled medical language specialists to securely and quickly produce the highest quality medical documents. Transcend was ranked #6 in the 2009 report by Forbes magazine of the 200 Best Small Companies in America.

About the Position

Transcend Services, Inc. has an immediate opening for a Level 1 Technical Support / Helpdesk / Customer Support Team Member to work in our Brooksville office.  We are willing to consider entry-level candidates that are pursuing their IT degree or are receiving technical (IT) training.  This is a great opportunity to get your foot in the door and gain entry-level IT experience.  We promote from within and there will be future opportunities to move into a Level 2 Technical Support position!  If you are not pursuing an IT degree, you must have at least 1 year of current work experience as a technical support agent. 

Candidates must be willing to work a floating schedule to include days and evenings (not necessarily overnight), with the occasional willingness to fill in other shifts as needed.  Candidates will work 4 weekdays and 1 weekend day but will be on a rotating schedule so you must be flexible.  Candidates must have solid communication skills and be able to work comfortably in a Microsoft environment.  This position has great opportunities to advance into a Level II Customer/Technical support team member position.  

Responsibilities:

1)       Answer calls and monitor emails presented to help desk

2)       Gather detailed information from caller

3)       Enter information into call tracking system

4)       Assign tickets to support team members based on issue details

5)       Resolve level 1 help desk issues

6)       Perform various tasks and will be assigned various projects

Candidates must be local to the Brooksville area.

Technical

• Strong Microsoft Office skills (Outlook, Word, Excel)
• PC troubleshooting skills
• Working knowledge of Windows XP and Vista

Personal

• Dependable and always on time for work

• Flexible and able to work alternate shift on short notice 

• Has the ability to learn quickly

• Strong critical thinking skills

• Excellent communication skills (both verbal and written)

• Positive attitude

• Operate efficiently under pressure

• Multi – task continuously

• Pay close attention to detail

• Good interpersonal skills and exceptional customer service skills

• Ability to interface with customers and our remote-based employees and contractors

• Experience working in the healthcare or medical transcription industry is a plus