Job Summary
The Associate Customer Care Advisor interacts with customers on a daily basis to provide technical support for the Greenway application software over VoIP phone, email, and through live text-based chat. Utilizing creative problem-solving to deliver product support and assist customers with complex issues. Technicians manage their progress toward results and document customer communications throughout the life-cycle of a reported issue, supporting a fast-paced, metrics-driven customer contact center.
Essential Duties & Responsibilities
- Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner.
- Documents interactions (via VoIP phone, portal, and/or text-based chat, as assigned) with customers via cases.
- Develop interpersonal service skills and drive efficiency and results to achieve high customer satisfaction.
- Attends training classes, initiates self-training, and demonstrates application of knowledge and skills gained.
- Demonstrates thorough understanding of solutions and aftermarket products as assigned and their interaction with operating systems and environments.
- Proactively pursue projects within the Support team to enhance our business and customer service levels.
- Demonstrates initiative to constantly increase knowledge and skills in the products they are assigned.
- Constantly and proactively improves customer service skills.
- All other duties as assigned.
Skills & Other Requirements
Education
- Bachelor's degree or equivalent work experience in customer service
Minimum Qualifications
- Previous experience in an US based customer service environment (Tech support Voice)
- US Healthcare industry (medical billing, clinical workflow, etc.) is preferred.
- Excellent English proficiency in verbal and written communications
- Accent neutral
Skills/Knowledge
- Strong verbal and written communication skills, problem-solving/analytical, and troubleshooting skills.
- Excellent customer service skills.
- Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.
Technology Requirements
- 100 Mbps internet service if working from home
Work Environment/Physical Demands
- While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
- This role requires that one can sit and regularly type on a key board the majority of their work day
- This position requires the ability to observe a computer screen for long periods of time to observe their own and others work, as well as, in-coming and out-going communications via the computer and/ or mobile devices
- The role necessitates the ability to listen and speak clearly to customers and other associates
- Ability to work in EST zone (5:30 PM - 6:30 AM IST)
The work environment is an open room with other associates and noise from others will be part of the regular work day
