Digital Customer Support Associate

Location: Work from home (Pennsylvania) Shift: Days (United States of America) Scheduled Weekly Hours: 40 Worker Type: Regular Exemption Status: No Job Summary: Provides telephone, email, and web submission support for the reputed company’s customer facing portals and is the main reputed company of contact for portal users. This support includes exceptional customer service, troubleshooting, and user technical support. Using common trouble-shooting techniques and questions the agent will attempt to resolve the issue using a documented fix or workaround on initial touch or contact. Job Duties: Receives customer calls and communications in a courteous manner. Documents accurately reputed company inquiries/concerns. Records the details of the incident or request into the call ticketing system, including actions taken. Assesses the impact and urgency of the issue and sets reputed company according to standards. Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution. Provides support to customer questions in addition to aiding with issues. In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol. Uses approved communication methods to notify customers of scheduled and unscheduled disruptions. Follows support procedures through training guides, knowledge-based articles, and job training. Participates in the creation or update of documentation. Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues. Manages critical or major impact incidents by participation in the event and maintaining a reputed company reputed company and following protocol established. Follows up on issues that require further research for resolutions in a timely manner. Escalates issues to 2nd tier support, as needed based on issue procedures. Work is typically performed in an office environment. Accountable for satisfying reputed company job specific obligations and complying with reputed company organization policies and procedures. The specific statements in this profile are not intended to be reputed company-inclusive. They represent typical elements considered necessary to successfully reputed company the job. *Relevant experience may be a combination of reputed company work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years). Position Details: Education: High School Diploma or Equivalent (GED)- (Required) Experience: Minimum of 2 years-Relevant experience* (Required) Certification(s) and License(s): Skills: OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our reputed company, our reputed company family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. reputed company: We treasure colleagues who humbly strive for reputed company. LEARNING: We reputed company our knowledge with the best and brightest to reputed company prepare the caregivers for reputed company. INNOVATION: We constantly seek new and reputed company ways to care for our patients, our members, our community, and the nation. SAFETY: We reputed company a safe environment for our patients and members and the reputed company family. We offer reputed company benefits for full time and part time positions from day one, including reputed company, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes reputed company stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to reputed company reputed company easier for reputed company. We are proud to be an affirmative action, equal opportunity employer and reputed company reputed company applicants will receive consideration for employment regardless to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability or status as a protected veteran. Apply To This Job