Help Desk Support/ Call Coordinator

Company InformationProblem Solving Concepts, Inc. (ProSolv), an information management company based in Indianapolis, Indiana, is an industry-leading provider of medical image and information management software for echocardiography, cardiac catheterization, vascular, ECG, nuclear, and cardiovascular MRI laboratories throughout the world. The company’s products are being used in leading medical institutions in the United States, Canada, Australia, Japan and Europe.ProSolv offers a competitive benefits package that includes group health insurance, dental and vision, long-term disability insurance, optional short-term disability insurance, life and accident insurance, and a 401(k) plan.ProSolv is an Equal Opportunity Employer encouraging diversity in the workplace.
Job DescriptionThe primary responsibility for this position will be to provide first level problem diagnosis and resolution for software and hardware issues and to document all inbound calls in the company’s customer database and to dispatch them appropriately. The qualified candidate will also be responsible for monitoring the service tickets for completion and for communicating the resolution to the applicable customer site. The position will be based at the company’s headquarters in Indianapolis, IN and report to the Vice president of Operations and General Counsel.
REQUIREMENTS
Job Requirements
•Minimum 2+ years of recent help desk or call center experience required
•Be fluent in Windows 9x, 2000/XP Professional OS, Microsoft Exchange, Microsoft Office•Be able to utilize web searches, technical assistance databases, and find solutions to problems•Be able to quickly learn how to support new applications•Be aware of customer critical issues and report to management accordingly•Superior analytical, interpersonal (verbal & written), and communications skills
•Ability to make recommendations regarding service and processes a plus
•Experience developing FAQ’s, knowledge bases, and help desk documentation a strong plus
•In addition to the above, all ProSolv employees are expected to:oPromote teamwork and cooperative effortoHelp train and give guidance to other ProSolv employeesoProvide customers with the highest quality products and servicesoUnderstand and apply appropriate quality improvement processesoPromote the ProSolv standards of business conduct