Digital Customer Support Associate

Geisinger

2d • Remote

About The Position

Provides telephone, email, and web submission support for the enterprise’s customer facing portals and is the main point of contact for portal users. This support includes exceptional customer service, troubleshooting, and user technical support. Using common trouble-shooting techniques and questions the agent will attempt to resolve the issue using a documented fix or workaround on initial touch or contact.

Requirements

• High School Diploma or Equivalent (GED)- (Required)
• Minimum of 2 years-Relevant experience (Required)
• Quiet, Dedicated Workspace: A private, distraction-free area within your home to support focused work.
• Adequate Workstation Setup: Sufficient space to accommodate all employer supplied equipment, including monitors, keyboard, and other peripherals.
• Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).
• Download: 75 Mbps
• Upload: 25 Mbps
• Ping: Less than 150 ms
• Jitter: Less than 30 ms
• The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.

Responsibilities

• Receives customer calls and communications in a courteous manner.
• Documents accurately all inquiries/concerns.
• Records the details of the incident or request into the call ticketing system, including actions taken.
• Assesses the impact and urgency of the issue and sets priority according to standards.
• Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution.
• Provides support to customer questions in addition to aiding with issues.
• In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.
• Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.
• Follows support procedures through training guides, knowledge-based articles, and job training.
• Participates in the creation or update of documentation.
• Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues.
• Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established.
• Follows up on issues that require further research for resolutions in a timely manner.
• Escalates issues to 2nd tier support, as needed based on issue procedures.
• Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.

Benefits

• healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners
• an atmosphere of collaboration, cooperation and collegiality

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED