[Remote] Helpdesk Customer Support

Note: The job is a remote job and is open to candidates in USA. The Public Health Institute (PHI) is an independent, nonprofit organization dedicated to promoting health, well-being, and quality of life for people throughout California, across the nation and around the world. The Helpdesk Customer Support role provides customer-facing support for CNExT and CAS software, involving troubleshooting, testing, training, and user documentation.

Responsibilities

• Provide frontline support for CNExT and CAS software to ensure high-quality customer service
• Utilize cancer registry knowledge to troubleshoot customer needs and recommend solutions
• Configure software in Citrix and other virtualized environments
• Diagnose and resolve application, network, database, PC, and thin-client issues
• Manage help desk tickets from intake through resolution, including documentation and follow-up
• Identify defects, submit enhancement requests, and escalate complex issues when appropriate
• Deliver customer training and support enterprise-level projects
• Use SQL Server and diagnostic tools to investigate and resolve technical issues
• Participate in software testing to confirm quality, functionality, and performance
• Document defects clearly and communicate findings to development teams
• Provide end-user technical support and research complex issues
• Write SQL queries and contribute technical content for internal and customer-facing communications
• Evaluate user needs related to CNExT and associated products
• Train and mentor less experienced team members
• Participate in continuing education, conferences, and user training sessions
• Support updates to customer records and internal systems
• Contribute ideas to improve systems, processes, and team productivity
• Cross train in other areas of CNET Solutions to provide coverage as needed
• Access to Protected Health Information. This role requires access to Protected Health Information and compliance with all C/NET Solutions and Public Health Institute confidentiality and HIPAA policies
• Maintain an active Oncology Data Specialist–Certified (ODS-C) credential
• Perform other duties as assigned, including occasional overtime and weekend work

Skills

• Maintain an active Oncology Data Specialist–Certified (ODS-C) credential
• Associate degree with one year or high school diploma with three years of related experience required
• Advanced troubleshooting skills across PCs, servers, networks, and relational databases
• Working knowledge of Active Directory, SQL Server, Microsoft Access, and SQL Management Studio
• Familiarity with Citrix, VMware, AppV, and related virtualization technologies
• Knowledge of HIPAA, health informatics, health information management, or cancer registry operations
• Strong customer service, communication, organization, analytical, and time management skills
• Ability to manage multiple priorities, work independently, and resolve complex issues under tight deadlines
• Proficiency with Microsoft Outlook, Word, Excel, Access, and SharePoint
• Ability to work occasional overtime and weekends, as needed
• Bachelor's degree in a related field preferred

Company Overview