The Product Support Specialist is responsible for multiple areas of the member experience. We support our members that are having product technical issues in every way possible, as well as work with our staff of physicians to ensure they have the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilities will be assisting team members with: mobile and web app issues, login/eligibility issues, and assisting engineers with escalations and outages. We are looking for a highly skilled tech-savvy call center representative to join our team, managing a large volume of inbound and outbound calls and live chats.
Duties/Responsibilities:
Responsible for answering members' calls, emails, and live chats regarding Technical Issues, Support, and other issues related to product.
Build positive relationships by going above and beyond with customer service, ensuring that all questions and issues are handled appropriately.
Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
Identify and escalate priority issues that need immediate attention via established workflows
Provide support to our Expert users on our proprietary application
Track issues through a ticket queue and ensure prompt resolution
Responsible for meeting established performance metrics
Other duties as assigned
Required Skills/Abilities:
Exceptional customer service skills
Ability to type 50+ WPM
Proficiency with Mac OS, and Windows
Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, AWS and Atlassian tools.
Strong prioritization skills to ensure the highest levels of support to the business and each user
Effective communication skills with the ability to translate technical terminology to simple terms
Ability to think critically and conduct root-cause analysis
Experience working in a fast-paced, ambiguous, and technical environment
Must be able to conduct video meetings
Working on holidays, weekends, evenings, and being on-call may be part of the shift.
Education and Experience:
High school diploma or equivalent.
At least two years related experience required.
Terrific deskside manner; and an ability to support users
Proficiency with Mac OS, and Windows
Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, and AWS.
Seniority level
Associate
Employment type
Contract
Job function
Information Technology
Industries
Hospitals and Health Care
Referrals increase your chances of interviewing at Medix™ by 2x