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.

Benefits

Physical/Mental Requirements:
The physical demands described here represent those that an employee must meet to perform the essential
functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to
perform the essential functions. While performing the duties of this job, the employee is continuously
sitting for extended periods, occasionally standing and walking. May occasionally utilize hands and fingers
and continuous flexing or extending wrist to perform job-related tasks. Occasional stooping, pushing,
pulling, kneeling, reaching, or overhead reaching, climbing, and frequent repetitive motion in the
performance of work. The ability to hear and understand with clarity, detect sound, and have conversations
with staff, customers, management, etc. Hearing within the acceptable range for various contact forms such
as telephone, in-person, virtual, etc. Normal or corrected vision to acceptable levels for office work. The
ability to lift/carry up to 10 pounds.
Work is performed in primarily in the office/field (remote) environment. Involves frequent contact with
clients, other sales staff, and management. Position requires flexibility in working hours. Must be able
effectively resolve conflicts as they arise.
The mental demands described here are representative of those that must be met by an employee to perform
the essential functions of this job successfully. In this position, the employee may have imposed pressure on a routine and frequent basis to meet various deadlines, contact with people in stressful and unpredictable
situations and to handle confidential and sensitive information and situations with care.

Travel: Minimal (may include overnight) travel up to 10 % by land or air is required of employee in this
position. While traveling the employee may encounter varying weather conditions, road and walking
surfaces and will need to adjust to those conditions (i.e., inclement weather, slippery surfaces, wet surfaces,
uneven surfaces, humid, cold or hot temperatures, etc.). Also, while traveling the employee will need to
adjust to the physical demands that may include: lifting to place luggage in overhead bin(s), standing in
line(s), walking, sitting for unknown periods of time, and other physical demands that traveling may impose
on a person.
The above statements for physical, mental, and working conditions are subject to change based on office,
clinical or external/internal factors and environments.

FLSA: Non-Exempt

EEO Statement:
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. In addition, Concentra Inc.
complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction
in which it maintains facilities.

Disclaimer:
This job description is not designed to cover or contain a comprehensive list of activities, duties, or
responsibilities required for this position.

Responsibilities

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

Qualifications

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