Technical Support Specialist 1

Description

Notes from Call w/ the Manager and Team Lead:

- Product and Platform w/ some sort of Healthcare bg.

- Go getters willing to work whatever hours they put in front of them. They're considered 24/7

- She runs a really tight ship.

- They have solid training

- Their team is on the phone quite often and it's very important to have a good phone presence

- Hours: 40 hr/week.

- Have to cover other schedules for ppl on evening or over night/weekend.

- Eligible to work overtime. It's normally 40, but holidays always have more OT opps.

- 1 interview w/ her Team Lead Abby Cabrera

- Customer Support bg is crucial. HC knowledge of PMS or HIS systems. 270 & 271 eligibility messaging.

- Need a people-person.

- A lot of outgoing and inbound calls

- Don't need an EDI Analyst or a Tier 2, need a Tier 1

- Call volume is dependent on the day

- Salesforce is their ticketing system

- Avg # of 200 tix/ per day, spread between about 8 ppl per day.

Calls are anywhere from 20+ - 100+ per day spread across the 8 team members.

Req:

Remote. Timezone no preference position will be CST hours

24/7 will be required to cover for holidays, overnight, evenings, and weekends.

1-2 times a month will need this coverage

Normal schedule 8-5 CST at the beginning most likely move to 9-6 after training and will need to adjust for business needs in case a 10-7 is needed

Client Support Tier 1Client Support Tier 1 agent will provide outstanding client software support and respond to routine andemergency support calls from clients and support staff.

Responsibilities:

•Troubleshoot product and technical issues.

•Determine severity and scope analysis of issues, inquiries, and requests.

•Communicate effectively with clients via telephone or email.

•Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce

•Escalate complex issues to technical and product resources with the appropriate information toresolve the customer’s inquiry

•Manage customer and user configurations.

•Educate and empower customers to maximize utilization of products, tools, and services.

•Maintain proficient knowledge of all product and service changes.

•Monitor system status and communicate issues that need attention internally and externally.

•Initiate proactive customer communications.

•Demonstrate Knowledge-Centered Service (KCS) practices including knowledge articles, when appropriate to aid in solving issues for internal and external use.

•Document solutions in articles that can be reused internally and externally.

•Use each interaction to build relationships between the customers and the Experian brand.

Skills

Technical support, Customer service, Troubleshooting, Active directory, Help desk support, Phones

Top Skills Details

Technical support,Customer service,Troubleshooting,Active directory

Additional Skills & Qualifications

Education & Experience:

•Strong prioritization and planning skills

•Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.

•Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean.

•Ability to remain calm and even keeled with frustrated customers.

•Flexibility to manage unforeseen situations outside of the agent’s control.

•Patience to manage repetitive customer support issues.

•Organizational skills are necessary to prioritize and differentiate important tasks from urgent ones.•Displays outstanding customer service attitude.

•Positive disposition that allows the agent to remain upbeat for the sake of the customer’s overall impression regardless of the situation.

•Builds relationships: engage and establish trust/credibility with key stakeholders across all levels ofthe customer organization.

•Exhibits highly analytical, intensive research and reconciliation skills.

•Bachelor’s degree preferred.

•Minimum of 2 years’ experience in healthcare IT, Support, or SaaS industry

Experience Level

Intermediate Leve