MD EyeCare Services Corporate

Tier I Support Specialist

Job Locations US-TX-Dallas
Posted Date 4 weeks ago(5/3/2023 1:15 PM)
Job ID
# of Openings
EyeCare Services Partners
Regular Full-Time


ESP Logo

Tier 1 Support Specialist needed for our Team. Apply today!! 



The Tier 1 Support Specialist is responsible for delivering quality customer service by providing a single point of contact to report problems, make inquiries, and assist whenever possible in the resolution of issues reported. This position is primarily responsible for ensuring that all support interactions are answered and resolved. They also are to escalate any unresolved issues in a timely manner for resolution. The Tier I Support Specialist is challenged with handling the interaction with users and their issues in a courteous, patient, informative and timely manner in order to ensure a superior level of customer service. It is important for the specialist to understand and engage the proper rules for problem resolution and escalation.


Eyecare Services Partners selects best-in-class Ophthalmic and Optometric practices that are focused on essential eye health issues. Our practice groups excel in the utilization of advanced technology and processes to provide safe and optimal outcomes for our practices. ESP and our associated practices represent a community of dedicated leaders, compassionate providers and surgeons, plus highly skilled clinical teams supporting communities and their eye care needs.


****Eyecare Services Partners will now only consider candidates who can verify prior to hire that they either have been fully vaccinated against the Covid 19 virus or have started the vaccine process by having their initial dose before starting in their new position and are committed to completing that process within 30 days of starting work.



  • Handle daily support requests received through support meeting established goals set for Availability surrounding Calls, Chats and Self Service Incidents reported.
  • Provide first level assessment, support and resolution of issues meeting first call resolution goals on Tier 1 support functions.
  • Collect appropriate and accurate information following documented call management processes including logging, follow up, updating and closing of incidents.
  • Properly escalate unresolved issues to the next level of support as needed
  • Maintain current and accurate data throughout the lifecycle of a ticket
  • This job requires access to confidential and sensitive information, requiring ongoing discretion and continual focus on secure information management
  • Consistently demonstrate a professional, pleasant and cheerful demeanor to our Customers.
  • Responsible for reporting to and completing work at assigned times
  • When working schedules where NOC tasks exist, cover NOC tasks as assigned.
  • Administer the daily processing activities and requirements of production systems as assigned. Addressing issues, and escalating as necessary.
  • Utilize and contribute feedback to support Knowledgebase.
  • Demonstrate proficiency in support of but is not limited to, computer or peripheral hardware and software, network connectivity issues, as well as any systems in use.
  • Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current.
  • Recognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with management and execute accordingly.
  • Participate in relevant information-sharing activities.
  • Help build team spirit by assisting other staff members and promoting a positive workplace.
  • Support the mission and direction of Concentra, both within the Information Services department and throughout the corporation.
  • Monitor and report on any security violations related to the unwarranted access to corporate data.
  • Maintain awareness of the rapidly changing environment and recommend cost efficient techniques.
  • Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.
  • Ensure all changes comply with change management policies and procedures.
  • Complete any tasks and projects assigned.




  • High School diploma
  • Two to four year post high school degree or equivalent education and experience

Job-related experience

  • Large scale multi-site IS operations experience preferred.
  • PC Hardware and peripheral experience.
  • Knowledge of Microsoft productivity applications.
  • Knowledge of browser-based technology.
  • Understanding of operating systems such as Windows and OS X/iOS.

Job-related skills/competencies

  • Customer service orientation
  • Proficiency in English
  • Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner.
  • Able to work with minimal direction
  • Excellent analytical and problem solving skills are essential.
  • Must possess a personal sense of urgency.
  • Ability to effectively multi-task and adapt to changing business priorities.
  • Excellent time management and organizational skills are required.
  • Excellent listening skills attention to detail.
  • Ability to think outside the box.

This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.




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