You are applying for a position through Medix, a staffing agency. The actual posting represents a position at one of our clients.
Job Summary The Product Support Specialist is responsible for multiple areas of the member experience. Our client supports members that are having product technical issues in every way possible, as well as works with a staff of physicians to ensure they have the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilities will be assisting members with mobile and web app issues, login/eligibility issues, and assisting engineers with escalations and outages. We are looking for a highly skilled tech-savvy call center representative to join our team, managing a large volume of inbound and outbound calls and live chats.
Key Responsibilities - Responsible for answering members' calls, emails, and live chats regarding Technical Issues, Support, and other issues related to the product.
- Build positive relationships by going above and beyond with customer service, ensuring that all questions and issues are handled appropriately.
- Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
- Identify and escalate priority issues that need immediate attention via established workflows.
- Provide support to our Expert users on our proprietary application.
- Track issues through a ticket queue and ensure prompt resolution.
- Responsible for meeting established performance metrics.
- Other duties as assigned.
Qualifications - Exceptional customer service skills.
- Ability to type 50+ WPM.
- Proficiency with Mac OS and Windows.
- Understanding and familiarity with cloud-based platforms: Google GSuite, Box, Jira, Salesforce, AWS, and Atlassian tools.
- Strong prioritization skills to ensure the highest levels of support to the business and each user.
- Effective communication skills with the ability to translate technical terminology to simple terms.
- Ability to think critically and conduct root-cause analysis.
- Experience working in a fast-paced, ambiguous, and technical environment.
- Must be able to conduct video meetings.
Additional Requirements Working on holidays, weekends, evenings, and being on-call may be part of the shift.
Experience - At least two years related experience required.
- Terrific deskside manner and an ability to support users.
Education - High school diploma or equivalent.
Benefits - Paid Sick Leave (Medix provides paid sick leave according to state and local sick leave ordinances).
- Health Benefits / Dental / Vision (Medix offers 6 different health plans: 3 Major Medical Plans, 2 Fixed Indemnity Plans (Standard and Preferred), and 1 Minimum Essential Coverage (MEC) Plan. Eligibility for health benefits is based on verifying that an average of 30 hours per week during the first 4 weeks of the work assignment has been met. If you meet eligibility requirements and take action to enroll, you will be covered no earlier than 60 days into your assignment, depending on plan selection(s .
- 401k (Eligible on the first 401k open enrollment date following 6 consecutive months on assignment. 401k Open Enrollment dates are 1/1, 4/1, 7/1, and 10/1).
- Short Term Disability Insurance.
- Term Life Insurance Plan.
Medix Overview: With over 20 years of experience connecting organizations with highly qualified professionals, Medix is a leading provider of workforce solutions for clients and candidates across the healthcare, scientific, technology, and government industries. Through our core purpose of positively impacting lives, we're dedicated to creating opportunities for job seekers at some of the nation's top companies. As an award-winning career partner, Medix is committed to helping talent find fulfilling and meaningful work because our mission is to help you achieve yours.