Customer Service Representative responsible for assisting clients with their health insurance inquiries via telephone. Ensuring excellence in service and compliance with regulations while documenting all interactions.
MK
Hybrid Customer Support Specialist
Posted 2 months ago
About the role
- Customer Support Specialist delivering exceptional support for MHC SaaS products. Involving troubleshooting, documentation, and collaboration with product teams.
Responsibilities
- Own customer inquiries from multiple channels, including inbound emails and calls, and deliver outstanding support.
- Troubleshoot a wide range of issues using your knowledge of network configurations and Windows systems.
- Use analytical skills to define requirements for solution enhancements and communicate them to the Product team.
- Develop deep expertise in MHC products (Document Express, Document Self-Service, and Image Express) to help customers optimize their use.
- Maintain accurate, high-quality, and timely documentation in Salesforce CRM, capturing all steps, questions, and activities during customer interactions.
- Coordinate with the Product team to manage timelines, customer communication, and delivery of software fixes or enhancements.
- Prioritize and escalate customer issues appropriately to ensure timely resolution.
Requirements
- Solid understanding of current Windows operating systems and/or relational database systems, including Microsoft SQL Server and Oracle.
- Experience guiding customer conversations to effectively address inquiries, concerns, and requests related to products and services.
- Creative problem-solving mindset, supported by internal resources and collaboration with MHC team members.
- Strong time-management skills, with the ability to set, communicate, and meet realistic response deadlines.
- Excellent analytical, written, and verbal communication skills, with the ability to simplify and clearly explain technical concepts.
- Proven ability to manage multiple tasks and objectives simultaneously, while consistently meeting defined performance targets.
- Ability to remain composed and maintain customer focus under pressure, ensuring a positive support experience.
- Aptitude for quickly learning new technologies, paired with a strong desire for continuous professional development.
- Basic understanding of business operations and familiarity with general business terminology and acumen.
- Motivation to achieve certification levels to install, support, and manage implementation activities across MHC product offerings.
- Bachelor’s degree or equivalent experience.
- 1+ years’ experience in a customer-facing role, preferably including technical knowledge of products or services.
- Proficiency in Microsoft Office, with intermediate skills in Excel.
- Relational Database Management Systems (Microsoft SQL servers and Oracle databases) skills and experience a plus.
- Previous experience with CRM platforms such as Salesforce and remote support tools is highly valued.
Benefits
- Workplace Flexibility: In Office, Hybrid or Remote options.
- 401(k) Plan: Deferred and Roth options available to help you save for retirement, with a generous employer match of 50% up to maximum of 4.5% of gross pay.
- Medical Plans: Comprehensive co-pay or HSA coverage options to keep you and your family healthy.
- Dental and Vision Plans: Access to a large network of providers for dental and vision health.
- Daycare and Medical FSA/HSA: Save on eligible daycare and healthcare expenses with our flexible spending and health savings account plans.
- Group Term Life Insurance: Coverage of $50,000 to provide peace of mind.
- Generous Paid Time Off (PTO) Policies: Ample time to relax and recharge.
- Employee Assistance Program (EAP): Support for personal and professional challenges.
- Voluntary Benefits Available: Additional Life Insurance Critical Illness Insurance Accident, Cancer & Hospital Indemnity Insurance Legal/ID Shield Pet Insurance.
- Parental Leave: Four weeks of paid paternity leave after 1 year, eligible for pro-rata leave after six months of employment. Total of twelve weeks of paid leave for the birth parent, eligibility rules apply.
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