Support Specialist I

Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process.

From our Dallas corporate headquarters to our clinics and worksite
locations, Concentra colleagues remain focused on our driving purpose:
to provide superb patient and employer experience by delivering the
highest quality healthcare in an efficient, affordable, caring manner. We
do this by putting all customers (internal and external) first and by
displaying:
o A healing focus
o A selfless heart
o A tireless resolve

POSITION SUMMARY
The Support Specialist I provides first level assessment, support, and
resolutions. This position is responsible for delivering quality customer
service and handling daily support requests for our colleagues received
via phone calls, chat, or self-service incidents. Additionally, the Support Specialist escalates any unresolved
issues to ensure a timely resolution.

THE DETAILS
• Collect appropriate and accurate information while handling support incidents, including logging,
follow up, updating and closing of incidents, tasks or chats assigned. Escalate unresolved incidents
as needed
• Maintain established goals set surrounding availability surrounding contacts and quality of
documentation surrounding the life cycle of a support incident
• Utilize and contribute feedback to support Knowledgebase
• Support the mission and direction of Concentra, both within the Information Services department
and throughout the corporation, assist and collaborate with other colleagues, while promoting a
positive workplace.
• Utilize and contribute feedback to support Knowledgebase
• Monitor and report on any security violations related to the unwarranted access to corporate data
• This job description is not designed to cover or contain a comprehensive listing of activities, duties
or responsibilities that are required of the employee for this job. Duties, responsibilities, and
activities may change at any time with or without notice

SCOPE MEASURES
• Direct reports: No
• Indirect reports: No
• Budget responsibility: No

EDUCATION/CREDENTIALS
• High School Diploma required; College Degree preferred

In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of
work experience and vice versa

JOB-RELATED EXPERIENCE
• Customarily has at least 6 months of large-scale multi-site IS operations experience
• PC Hardware and peripheral experience preferred
• Knowledge of Microsoft productivity applications preferred
• Knowledge of browser-based technology a plus
• Understanding of operating systems such as Windows and OS X/iOS a plus
JOB-RELATED SKILLS/COMPETENCIES
• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency,
Initiative and Flexibility
• Outstanding customer service skills as well as the ability to deal with people in a manner which
shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI)
in accordance with federal and state laws and company policies
• Strong interpersonal and communication skills a must
• Effective communication skills. Ability to read, write, and speak in a professional manner
• Excellent analytical and problem-solving skills are essential
• Ability to effectively multi-task and adapt to changing business priorities
• Ability to work with minimal direction
• Must possess a personal sense of urgency
• Excellent time management and organizational skills are required
• Excellent listening skills and attention to detail
• Ability to think outside the box