For this opening we will consider candidates from the following locations: ,OH,United States |
Primary Responsibilities and Assignments
- Serve as the initial point of contact for all incoming client inquiries, ensuring all communications are thoroughly and accurately documented.
- Resolve technical concerns or questions for assigned clients in an accurate and timely manner.
- Review technical questions from clients, completely documenting a full review of the issue, troubleshooting, problem resolution, and communication to appropriate stakeholders.
- Escalate requests not within scope of responsibility to appropriate resource and ensure each task is followed to resolution.
- Partner with internal technical resources to coordinate maintenance tasks, ensuring a timely and complete resolution to client inquiries.
- Serve as a client liaison which may include participating in problem resolution with other internal teams, as necessary.
- Accurately respond to technical questions delivered by clients and maintain detailed notes in the customer database, ensuring to escalate requests outside the scope of responsibility to a supervisor.
- Exercise exceptional customer service skills to optimize each contact with the client.
- Ensure that communications are processed in strict adherence to established policies, procedures, and quality standards.
- Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures.
- Serves as a direct client contact/interface on notification technical support issues for notification products and services.
- Uses problem-solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue.
- Communication with clients may be conducted either via phone or email.
Required Skills and Professional Background
- High school diploma or GED
- 1 year customer service experience.
Desirable Qualifications and Expertise
- Associate/bachelor’s degree.
- 6 months of experience working in technical customer service.
- Experience in Healthcare.
- Experience with Microsoft Word, and Excel.
- IT Certification (SQL, CompTIA, A+, Network +, Linux +, CCNA, Web/UX Design).
