Job Application - LYP Contact Center LLC

Job Posting OPEN

Technical Support Representative - Tier 1

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Who is LYP Health Management? 

LYP Health Management aspires to be the most sought-after thought leaders in the health care service industry - a vision that is swiftly materializing. The acronym “LYP”, stands for "Love Your Patient," represents our steadfast commitment to patient care. Operating as a tech enabled BPO service provider, our central emphasis is on delivering Contact Center support, alongside a range of compliant services, to an array of clients, spanning from individual practices to expansive health systems. It is this authentic passion for caregiving that sets us apart as the preferred choice for healthcare establishments striving to fulfill their patients' requirements. 

Winning with Culture 

When you join LYP, you become part of our family. And being part of this family means we embrace each other’s individuality and work as a team because we know we are better together. Our work is a calling, where we find joy in assisting patients and fulfilling their needs. We get to solve problems creatively, because we are empowered to embrace our unique skills and collective experience. We focus on acceptance in each other and transfer that support and openness to the patient. LYP leads with the heart, and in so doing cares compassionately for all of those around us, whether client, teammate, or patient. 

Job Purpose

Tier 1 Support Representatives will serve as a part of the Service Desk team supporting internal employees as well as our Managed Services clients. This role is responsible for providing first level troubleshooting Information Technology assistance, Azure user creation/modification/termination, imaging, shipping/receiving, documentation, and escalating issues when appropriate. Due to this role being the first point of contact an end user will have with the Company, a high degree of communication, follow up, and task tracking/prioritization is required. End user requests are generally submitted by phone, E-Mail, and walk-by interactions.

Essential Functions

  • Respond promptly to inbound technical support requests via phone, email, or walk-by interactions. 
  • Diagnose and resolve basic technical issues related to software, hardware, accounts, and networking. 
  • Provide step-by-step instructions for resolving common technical issues, including software installation, configuration, and troubleshooting. 
  • Document and track all support interactions in the service desk ticketing system. 
  • Escalate unresolved issues to higher-tier support teams when necessary. 
  • Ensure customer satisfaction by following up on open issues you and providing regular status updates.  
  • Create support documentation for technical issues you were able to resolve where existing documentation wasn’t in place.  
  • Assist with technical projects as needed.  
  • Each service desk support representative is a part of an on-call rotation. 
  • Maintain knowledge of company products, services, and procedures to provide accurate information.  
  • Work collaboratively with the technical support team to identify process improvements and ensure continuous improvement in support efficiency.  

Minimum Qualifications & Experience: 

  • High School Diploma 
  • 6 months to one year experience in IT (Help Desk and/or Desktop Support experience) 

Preferred Qualifications: 

  • Bachelor's degree in computer science or related field preferred 
  • CompTIA A+ Certification 
  • CompTIA ITF+ Certification  

Benefits of working at Love Your Patient

·         Be part of a fun, awesome team

·         9 paid holidays

·         401K Retirement with matching contributions

·         Excellent medical, vision, and dental insurance

·         Life insurance and disability insurance

·         3 weeks PTO

Working Conditions

This is an in-person, professional office environment. You will routinely utilize standard office equipment such as computers, phones and copiers.

Physical/Mental Demands

Use hands to manipulate, handle, feel, and control items or equipment; talk and hear; see and be able to read, write, and interpret written documents; occasionally lift and move objects weighing up to 25 pounds. Must be able to meet these requirements with or without reasonable accommodation.

We are proud to be an equal opportunity employer and will not discriminate against an applicant or employee based on age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, disability, military or veteran status, genetic information, pregnancy or any other characteristic protected under applicable law.