Senior, Service Desk (IT) - Remote Eligible

IT Contact Center Support Role

We need the Teammate in this position to solve support incidents in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize downtime for DaVita teammates, partners, and customers.

This is an IT contact center support role that includes supporting customers through various channels such as phone, chat and tickets submitted via our customer portal. The Teammate in this position will assist Teammates in Service Desk Professional & Specialist positions in the form of assisting them on first level contacts, as well as through one-on-one coaching on an as needed basis.

The Senior Teammate will also act as a point of informal leadership and issue escalation for Service Desk Professional & Specialist Teammates in the absence of a Supervisor. The Senior Teammate may be asked to represent the Service Excellence Contact Center on meetings with other Teams (i.e. Change Management and Major Incident calls).

Using advanced Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve customer support issues. Using tools and expertise, apply the appropriate solution to address the issue and resolve the majority of incidents encountered at first contact, in a timely manner. Provide maximum customer service and issue ownership. Participate in a rotating on call and Saturday coverage schedule. Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices. When necessary, escalate incidents to the appropriate next level support team. Communicate with customers, providing status updates and follow-up to ensure satisfaction. Coaching/Mentoring teammates: Mentoring for any performance concerns on an as needed basis with Supervisor involvement. Assist in training new hires.

Monitoring of team group chat spaces and email to identify support opportunities. Wallboard Monitoring assistance – Monitoring our CMS software to assess incoming call volume and take action accordingly. Notify Supervisors, identify trends, help teammates on longer calls to decrease handle time. Point person to handle incoming issues from a high priority source (teammate emails Supervisors or other high-level team/teammate for help). KnowledgeBase Review. Working with the Knowledge Management team to review and edit articles as Needed. Complete additional tasks and projects as assigned by Service Desk leadership.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days. The Wage Range for the role is $20.50 - $28.00 per hour. If a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position.