Pre - Visit Specialist I at Augusta Health providing scheduling and pre - visit services for a compassionate healthcare provider. Focused on enhancing patient experience in a hybrid work environment.
About the role
- Technical Support Specialist handling customer queries regarding identity verification products. Providing assistance via email, phone, and chat while ensuring customer satisfaction in Georgia, USA.
Responsibilities
- Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Identity and Location via email, phone, and chat.
- Queries will include result and data queries, more complex troubleshooting/user knowledge, implementation support and bug escalation.
- Be a subject matter expert, a focal point for questions related to the use of our products.
- ·Follow internal procedures, including escalation procedures to Product / Technology team as appropriate.
- Contribute to internal and customer-facing knowledge bases by documenting solutions, troubleshooting steps, and best practices.
- Interact and provide product knowledge and or training, case reconciliation, escalation support our BPO team based In Costa Rica.
- Meet and participate In efforts to support customer success team, account managers, product support teams to enhance customer experience and product Improvement
- Meet our KPI targets such as resolution time, Case follow up, escalation rate, and CSAT scores to continue quality support
- Leverage AI-driven tools and automation platforms to streamline support workflows, identify recurring issues, and contribute to continuous improvement initiatives.
- Stay current with product updates, new features, and industry trends through ongoing training and collaboration
Requirements
- Previous customer support experience in a technology company or an IT/computing qualification
- Demonstrable technical ability in one or more areas of SQL, API, web services, basic programming and web development.
- Strong analytical skills and structured problem-solving approach
- Customer focus and excellent communication
- Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
- Organizing and executing: Organized and able to work independently. Delivers results for customers.
- Understand and adhere to data privacy, security, and compliance protocols when handling customer information and support cases.
- Experience using CRM and ticketing systems (e.g., Salesforce, or similar) to manage customer interactions and case workflows.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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