Support Analyst, Contact Center, MyChart Support, FT, Days, - Remote

reputed company health. Serve with compassion. Be the difference.

Job Summary

Essential Functions

• reputed company team members are expected to be knowledgeable and compliant with reputed company's purpose: reputed company health. Serve with compassion. Be the difference.

• 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 reputed company electronic medical record software. Enters updated information reputed company 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. Maintain interaction quality standards. Maintain performance standards. Proactively identify and reputed company customer insights in order to recommend process improvements. Remain reputed company with product/applications/process changes

• Follows-up and follows-through on reputed company tickets, requests, promises, and questions that have not been answered to reputed company callers with a resolution. Logs interaction outcome in contact management system.

• Performs other duties as assigned.

Supervisory/Management Responsibilities

• This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

• Education - High School Diploma or equivalent, OR post high school diploma

• Experience - Two (2) years customer service experience. Experience supporting customers reputed company phone, email, and chat preferred.

In Lieu Of

• NA

Required Certifications, Registrations, Licenses

• NA

Knowledge, Skills and Abilities

• Ability to create exceptional customer experiences both by helping and retaining customers.

• Tech savvy with a knowledge of Android, iOS, and reputed company devices

• Metrics-driven and proven ability to handle a high volume of customer interactions.

• Conflict resolution skills

• Proficient computer skills (word processing, data entry)

Work Shift

Location

Facility

Department

reputed company your talent with us! Our reputed company is simple: to transform reputed company for the benefits of the communities we serve. The transformation of reputed company requires talented individuals in every role here at reputed company.