Support Analyst (Customer Service/Non-Technical) 2PM-10:30PM

About the Role

Answers incoming calls from patients who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. As a member of the primary contact team for consumers interested in our products, you will assist them in completing purchases online and over the phone. You will inform customers of product terms and features and project a professional company image through voice and online interactions.

Responsibilities

• Receives customer input from phone, email, or web submission and create support tickets.
• Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process.
• Resolves Tier 1 issues using troubleshooting resolution matrix.
• Gathers information from customers to ensure sufficient data is gained to start case resolutions.
• Directs inbound service interactions to appropriate technical and sales resources.
• Conducts database lookup of consumer/patient records within electronic medical record software.
• Enters updated information within electronic medical records as required.
• Re-directs or engages other departments or specialty groups to resolve consumer/patient requests.
• Maintains compliance with attendance and schedule adherence requirements.
• Maintains interaction quality and performance standards.
• Proactively identifies and shares customer insights to recommend process improvements.
• Remains current with product/applications/process changes.
• Follows up and follows through on open tickets, requests, promises, and unanswered questions to provide callers with a resolution.
• Logs interaction outcome in contact management system.
• Performs other duties as assigned.

Requirements

• High School Diploma or equivalent, OR post high school diploma.
• Two (2) years of customer service experience.
• Experience supporting customers via phone, email, and chat preferred.

Skills

• Ability to create exceptional customer experiences by helping and retaining customers.
• Tech-savvy with knowledge of Android, iOS, and Windows devices.
• Metrics-driven with a proven ability to handle a high volume of customer interactions.
• Conflict resolution skills.
• Proficient computer skills (word processing, data entry).

Schedule

Evening (United States of America)