Customer Support Specialist II
Company Name:
Genpact, Jawood Healthcare Solutions
JAWOOD is seeking a Customer Support Specialist II.
DESCRIPTION
A major health insurance company is currently seeking a Customer Support Specialist II. This individual will be responsible for Internal and/or External Customer service, provisioning and relationship management for access and permission of the client's technology solutions. The ideal candidate will also provide second line of support analyzing desktop application technologies, and occasional site support.
Top Three Technical Skills/Experience
1. Two (2) years experience in IT related customer service support
2. Three (3) year of relevant technical or business work experience.
3. Two (2) years analytical experience required to resolve data discrepancies
REQUIRED SKILLS and EXPERIENCE
Requires experience with PC, provisioning of secure web access, experience with form completion processes (e.g. PHI access authorization forms).
Callers represent providers, individual members, group customers/reps, agents (or managing agents) and client employees.
Root cause analysis experience required to independently assess/resolve incoming problems.
Complaint resolution experience; able to adhere to rigorous identity verification processes.
Proven excellent communication skills (verbal/written).
Ability to multitask.
Independent worker, able to follow up and close issues routinely.
Professional in all respects, including appearance and behavior.
Obtain and evaluate all relevant information to handle provisioning requests.
Provide user access service, adhering to client IT Security standards.
Accurately processes orders, forms, applications and requests within SLA.
Communicate and coordinate with internal departments.
Develop checklists and scripts for resolving routine problems.
Escalate problems when necessary.
Timely follow up on customer interactions.
Document process status in tracking logs to audit requirements.
Collaborate in the development of service-level objects and take steps to meet or exceed service level targets.
Accurately explain service procedures and security requirements to customers.
Follow up in a timely manner to ensure customer satisfaction.
Identify recurring and potential problems and notifies team members/leaders.
Recommend procedures and controls for service or lean improvements.
Provide on-the-spot appropriate instructions to customers, as needed.
Create, modify, review and maintain desk level procedure documentation.
Accurately documents all issues and customers resolutions in the provided tools.
Document solutions to common problems and responses to frequently asked questions.
Create and update job aids, quick tips or help desk procedures to a knowledge base.
Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity.
Adhere to standards, policies, and procedures.
Mentor less experienced staff in a specific area of expertise.
Facilitate learning sessions with internal teams.
Other duties may be assigned.
PREFERRED SKILLS and EXPERIENCE
1. Excellent analytical, organizational, verbal and written communication skills.
2. Creativity is expected.
3. Should have working knowledge of Microsoft Outlook, Microsoft Office.
4. Basic problem identification skills
5. May be required to coordinate issue resolution across departments
6. Other related skills and/or abilities may be required to perform this job.
Excellent verbal and written communication skills required. Have the ability to read and interpret documents, including process, procedure, and technical manuals. Be able to develop and produce written reports and correspondence. Have the ability to speak effectively before groups of customers or employees of the organization.
Have the ability to work with mathematical concepts such as probability and statistical inference, and basic algebraic functions, to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
EDUCATION and CERTIFICATIONS
Bachelor's degree in related field preferred
Ref#: 1000031193
Date published: 7-Aug-2014Estimated Salary: $20 to $28 per hour based on qualifications.
Genpact, Jawood Healthcare Solutions
JAWOOD is seeking a Customer Support Specialist II.
DESCRIPTION
A major health insurance company is currently seeking a Customer Support Specialist II. This individual will be responsible for Internal and/or External Customer service, provisioning and relationship management for access and permission of the client's technology solutions. The ideal candidate will also provide second line of support analyzing desktop application technologies, and occasional site support.
Top Three Technical Skills/Experience
1. Two (2) years experience in IT related customer service support
2. Three (3) year of relevant technical or business work experience.
3. Two (2) years analytical experience required to resolve data discrepancies
REQUIRED SKILLS and EXPERIENCE
Requires experience with PC, provisioning of secure web access, experience with form completion processes (e.g. PHI access authorization forms).
Callers represent providers, individual members, group customers/reps, agents (or managing agents) and client employees.
Root cause analysis experience required to independently assess/resolve incoming problems.
Complaint resolution experience; able to adhere to rigorous identity verification processes.
Proven excellent communication skills (verbal/written).
Ability to multitask.
Independent worker, able to follow up and close issues routinely.
Professional in all respects, including appearance and behavior.
Obtain and evaluate all relevant information to handle provisioning requests.
Provide user access service, adhering to client IT Security standards.
Accurately processes orders, forms, applications and requests within SLA.
Communicate and coordinate with internal departments.
Develop checklists and scripts for resolving routine problems.
Escalate problems when necessary.
Timely follow up on customer interactions.
Document process status in tracking logs to audit requirements.
Collaborate in the development of service-level objects and take steps to meet or exceed service level targets.
Accurately explain service procedures and security requirements to customers.
Follow up in a timely manner to ensure customer satisfaction.
Identify recurring and potential problems and notifies team members/leaders.
Recommend procedures and controls for service or lean improvements.
Provide on-the-spot appropriate instructions to customers, as needed.
Create, modify, review and maintain desk level procedure documentation.
Accurately documents all issues and customers resolutions in the provided tools.
Document solutions to common problems and responses to frequently asked questions.
Create and update job aids, quick tips or help desk procedures to a knowledge base.
Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity.
Adhere to standards, policies, and procedures.
Mentor less experienced staff in a specific area of expertise.
Facilitate learning sessions with internal teams.
Other duties may be assigned.
PREFERRED SKILLS and EXPERIENCE
1. Excellent analytical, organizational, verbal and written communication skills.
2. Creativity is expected.
3. Should have working knowledge of Microsoft Outlook, Microsoft Office.
4. Basic problem identification skills
5. May be required to coordinate issue resolution across departments
6. Other related skills and/or abilities may be required to perform this job.
Excellent verbal and written communication skills required. Have the ability to read and interpret documents, including process, procedure, and technical manuals. Be able to develop and produce written reports and correspondence. Have the ability to speak effectively before groups of customers or employees of the organization.
Have the ability to work with mathematical concepts such as probability and statistical inference, and basic algebraic functions, to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
EDUCATION and CERTIFICATIONS
Bachelor's degree in related field preferred
Ref#: 1000031193
Date published: 7-Aug-2014Estimated Salary: $20 to $28 per hour based on qualifications.
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