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
- Support Specialist managing technical support and incident resolution for Vista’s Cloud and SaaS clients. Working collaboratively with global teams and contributing to platform monitoring and documentation.
Responsibilities
- Work with proactive platform monitoring technology to identify and address incidents
- Lead by example and assist with mentoring/training new staff
- Responding to and resolving Incidents logged for Cloud/SaaS/Managed Services
- Working collaboratively with Vista teams globally to resolve incidents
- Reading and understanding program code to assist with problem solving
- Using SQL Server and SQL statements to assist with problem solving
- Using Azure and monitoring tools to assist with problem solving
- Reading and interpreting error logs
- Recording all details of support calls into Vista’s issues system
- Be available on rotation with a cell phone for urgent after-hours support issues
- Travel domestically or internationally
- Continuously building expertise in the platform and product and acting as a subject matter expert for those product areas within Services
- Escalated access/support/modifications/config for the platform that aren’t in the user interface or in tooling
- Becoming proficient in the use of tools for platform monitoring
- Work on platform monitoring technology and alerting to grow the maturity of the system
- Performing technical configuration to support client requests or project work
- Contributes to support documentation, articles, playbooks, etc...
Requirements
- At least 2 years' experience working in complex software support services type roles
- Experience working with Azure, SaaS, VMS, Cloud (preferred)
- Microsoft AZ900, AZ104 (preferred)
- Strong knowledge of SQL Server and networking
- Previous exposure to cloud / platform observability monitoring technologies / tools would be beneficial
- A strong team player who creates value and builds trust
- An effective communicator with an open, honest and constructive communication style
Benefits
- Outstanding flexibility to support a healthy work-life balance
- Hybrid working (home and office based split)
- Medical and Life insurance
- Volunteer day, enhanced paid parental leave and wellness benefits
- Strong mentoring & career development focus
- Fun team events including the Vista Innovation Cup
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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