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.
About the role
- Senior Level 2 Support Specialist providing technical support in a sophisticated domain. Responsible for diagnosing technical issues and collaborating with multi-functional teams for solution delivery.
Responsibilities
- Provide expert-level technical support within a specific domain or technology area
- Diagnose and solve advanced technical problems, identifying root causes and solutions efficiently
- Act as a point of escalation for Level 1 support and collaborate with them to resolve sophisticated issues
- Lead and prioritize incidents, ensuring timely resolution and alignment to service level agreements (SLAs)
- Maintain in-depth knowledge of the domain or technology area, staying updated with the latest developments and standard methodologies
- Collaborate with developers, engineers, and other multi-functional teams to resolve issues and improve system performance
- Chip in to knowledge bases, documentation, and training materials to empower Level 1 support and the broader organization
- Monitor systems and applications within the domain, proactively identifying potential issues and taking preventive actions
- Find opportunities for process improvement and suggest enhancements to prevent recurring incidents
- Get along with end-users and customers, providing clear and effective communication throughout the support process
- Maintain comprehensive records of incidents, fix steps, and resolutions for future reference
- Ensure compliance with company policies, security standards, and protocols within the domain
- Share domain-specific knowledge and insights with team members and Level 1 support
- Stay updated with relevant certifications and training to enhance expertise within the domain
- Assess and communicate potential risks and vulnerabilities within the domain to relevant collaborators
Requirements
- Relevant certifications in the specific domain or technology area
- Relevant experience in technical support or IT operations
- Proven expertise in the specific domain or technology area
- Sophisticated technical proficiency and fix skills within the niche domain or technology
- Familiarity with relevant tools, software, and systems
- Knowledge of incident management and ticketing systems
- Strong problem-solving and analytical abilities for diagnosing sophisticated issues
- Effective communication and interpersonal skills for collaborating with multi-functional teams and customers
- Adaptability to handle evolving technical challenges and domain-specific changes
- Diligent with a commitment to maintaining high-quality support
Benefits
- Health insurance
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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