general Summary of Duties : This position has responsibility for ongoing support of our clients after Experian Health products have been implemented.
As a Support Specialist, the candidate will be expected to respond to user questions via phone, email, Live Chat, and several Support case tracking systems.
Travel will not be required
Essential Functions :
Accepts initial client contact for support through different media channels; phone, email, Live Chat, and several Support case tracking systems
Logs all client contacts and issues into case tracking systems.
Responsible for detailed level-1 support; information gathering, troubleshooting, and problem resolution where possible.
Assign and categorize support cases to appropriate functional areas.
Notifies clients of the status of their support cases within agreed to Service Levels.
Verifies support case closure and ongoing client communications.
Work directly with clients, Level-2 Support Teams, Account Management, Engineering and Implementation teams.
Attend and participate in internal and client meetings.
Status reporting as needed.
Regular work hours include support until 6pm CT
Once trained, participate in mid-shift rotation from 11pm-6am CT
Education& Experience :
2-4 years of Call Center / Customer ServiceExperience
Excellent Communication Skills
Microsoft Office Experience (Excel, Word,Outlook, Internet Explorer)
Working knowledge of personal computers andthe Internet; Salesforce, or any other CRM experience preferred
Skills / Knowledge :
ExcellentEnglish interpersonal and communication skills.
Independentproblem solving and self-direction are critical.
CustomerSupport or Call Center experience using various media channels including email, chat, ticketsystems, and phones.
Mustbe able to handle multiple tasks, take initiative and prioritize multiple workitems.
Strongattention to detail and accuracy are required.
Capableof becoming an expert in the use of the Experian Health OneSource and eCareNEXT applications.
Abilityto gather pertinent information, understand problems, and redirect clientinquiries to the appropriate functional (Level-2).
Idealcombination is excellent communication skills, strong technical skills,experience in a tier-1 Support position, and exposure to the USA healthcaresystems as related to claim processing or patient insurance eligibilityverification.
Exemplify the Support Core Values :
Takes responsibility for customer's issues. Timely and well-documented follow-up. Ceaselessly accommodating and friendly to internal and external customers.