Job Description
The Associate Customer Care Advisor interacts with customers on a daily basis to provide technical support for the Greenway application software over VoIP phone, email, and through live text-based chat. Utilizing creative problem-solving to deliver product support and assist customers with complex issues. Technicians manage their progress toward results and document customer communications throughout the “life-cycle” of a reported issue, supporting a fast-paced, metrics-driven customer contact center.
Essential Duties & Responsibilities
+ Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner.
+ Documents interactions (via VoIP phone, portal, and/or text-based chat, as assigned) with customers via cases.
+ Develop interpersonal service skills and drive efficiency and results to achieve high customer satisfaction.
+ Attends training classes, initiates self-training, and demonstrates application of knowledge and skills gained.
+ Demonstrates thorough understanding of solutions and aftermarket products as assigned and their interaction with operating systems and environments.
+ Proactively pursue projects within the Support team to enhance our business and customer service levels.
+ Demonstrates initiative to constantly increase knowledge and skills in the products they are assigned.
+ Constantly and proactively improves customer service skills.
All other duties as assigned.
Skills & Other Requirements
Education
+ Bachelor’s degree or equivalent work experience in customer service
Minimum Qualifications
+ Previous experience in a US customer service environment (Tech support – Voice)
+ US Healthcare industry (medical billing, clinical workflow, etc.) is preferred.
+ Excellent English proficiency in verbal and written communications
+ Accent neutral
Skills/Knowledge
+ Strong verbal and written communication skills, problem-solving/analytical, and troubleshooting skills.
+ Excellent customer service skills.
+ Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.
Technology Requirements
+ 100 Mbps internet service if working from home
Work Environment/Physical Demands
+ While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
+ This role requires that one can sit and regularly type on a key board the majority of their work day
+ This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as, in-coming and out-going communications via the computer and/ or mobile devices
+ The work environment is hybrid and should have a dedicated quiet workspace while working from home.
Essential Duties & Responsibilities
+ Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner.
+ Documents interactions (via VoIP phone, portal, and/or text-based chat, as assigned) with customers via cases.
+ Develop interpersonal service skills and drive efficiency and results to achieve high customer satisfaction.
+ Attends training classes, initiates self-training, and demonstrates application of knowledge and skills gained.
+ Demonstrates thorough understanding of solutions and aftermarket products as assigned and their interaction with operating systems and environments.
+ Proactively pursue projects within the Support team to enhance our business and customer service levels.
+ Demonstrates initiative to constantly increase knowledge and skills in the products they are assigned.
+ Constantly and proactively improves customer service skills.
All other duties as assigned.
Skills & Other Requirements
Education
+ Bachelor’s degree or equivalent work experience in customer service
Minimum Qualifications
+ Previous experience in a US customer service environment (Tech support – Voice)
+ US Healthcare industry (medical billing, clinical workflow, etc.) is preferred.
+ Excellent English proficiency in verbal and written communications
+ Accent neutral
Skills/Knowledge
+ Strong verbal and written communication skills, problem-solving/analytical, and troubleshooting skills.
+ Excellent customer service skills.
+ Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.
Technology Requirements
+ 100 Mbps internet service if working from home
Work Environment/Physical Demands
+ While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
+ This role requires that one can sit and regularly type on a key board the majority of their work day
+ This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as, in-coming and out-going communications via the computer and/ or mobile devices
+ The work environment is hybrid and should have a dedicated quiet workspace while working from home.
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