Support Specialist

Concentra Support Specialist I

Join Concentra’s team to deliver efficient, patient‑focused support as the first level contact for our health care services. This role requires clear communication, timely resolution of incidents, and continuous improvement of our knowledge base.

Support Specialist I provides first‑level assessment, support, and resolution of daily support requests received via phone, chat, or self‑service incidents. The role escalates unresolved issues to ensure a timely resolution and maintains high customer satisfaction and data integrity.

• Collect accurate information and log support incidents via phone, chat, or self‑service.
• Follow up, update, and close incidents while maintaining documentation throughout the support lifecycle.
• Escalate unresolved incidents to higher‑level support teams as needed.
• Maintain availability goals, response times, and quality metrics.
• Utilize and contribute feedback to the support knowledge base.
• Monitor security violations and report on corporate data access.
• Collaborate with cross‑functional teams to promote a positive workplace culture.

• High School Diploma required;
  College Degree preferred.
• Minimum 6 months of large‑scale IS operations experience at a multi‑site environment.
• Experience with PC hardware, peripherals, and Microsoft productivity applications.
• Knowledge of browser‑based technology and operating systems such as Windows and OS X/iOS is a plus.
• Strong customer service, communication, analytical, and problem‑solving skills.
• Ability to handle sensitive, confidential information in accordance with HIPAA and PHI.
• Effective multitasking, adaptability, and a sense of urgency with excellent time management.

Sitting for extended periods, occasional standing, walking, and repeated hand/finger motions are required. The role involves lifting/carrying up to 10 pounds and requires flexibility in working hours and travel up to 10 % by land or air.

Concentra provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, pregnancy, protected veteran status, disability, or other protected categories. Concentra Inc. complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities.