Technical Support Service Desk-REMOTE

Position Overview

We are seeking a Technical Support Service Desk Associate to join our healthcare team and provide exceptional support to our customers. This role involves providing comprehensive support technical assistance to our healthcare customers. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes.

Duties and Responsibilities

• Respond promptly to all incoming contacts including phone, email, chat, and self-service in a 24x7x365 call center environment
• Address workflow issues, application errors, access problems, and functionality concerns
• Achieve a high-resolution rate with over 90% of issues being resolvable at first contact
• Provide professional and high-quality customer service through adherence to scripts, workflows, and compliance with corporate policies and procedures
• Escalate complex technical and application issues to the appropriate teams when necessary
• Identify areas for improvement in processes, products, or services
• Monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail
• Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to 10-hour shift, with scheduled breaks
• Engage in on-going training and development to prepare for next-level support and promotional advancement

Requirements

• High school diploma or equivalent required
• Minimum 1 year Healthcare Customer Service experience
• All candidates must demonstrate shift flexibility including weekend and holiday work; schedule adjustments may be made based on client and business needs or training requirements
• Account specific training is conducted during day shift hours, regardless of assigned shift
• Maintain a quiet, private workspace equipped with high-speed, wired internet
• Possess a functional cell phone for manager communication and Two-Factor Authentication
• Maintain daily availability on Microsoft Teams, consistently review emails, and stay up to date with all learning materials distributed

Preferred Qualifications

• 1 to 3 years of customer service experience, preferably within a contact center or healthcare setting
• 1 to 3 years of experience in customer problem analysis and resolution
• Experience working in a call center environment
• Strong ability to convey complex technical concepts clearly to non-technical audiences
• Exceptional organizational skills with keen attention to detail
• Strong communication and interpersonal skills
• Proficiency in typing and English language skills, both verbal and written
• Demonstrated ability to actively listen, assess caller needs, and take appropriate action
• Proven ability to thrive in a fast-paced environment
• Strong bilingual skills in both written and spoken English and Spanish

Pay

The starting pay range for this remote role is $37,944-$71,300. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits