Job Description

Description General Summary of Duties: This position has responsibility for ongoing support of our clients after Experian Health products have been implemented. As a Support Specialist, the candidate will be expected to respond to user questions via phone, email, Live Chat, and several Support case tracking systems. Travel will not be required Essential Functions : Accepts initial client contact for support through different media channels; phone, email, Live Chat, and several Support case tracking systems Logs all client contacts and issues into case tracking systems. Responsible for detailed level-1 support; information gathering, troubleshooting, and problem resolution where possible. Assign and categorize support cases to appropriate functional areas. Notifies clients of the status of their support cases within agreed to Service Levels. Verifies support case closure and ongoing client communications. Work directly with clients, Level-2 Support Teams, Account Management, Engineering and Implementation teams. Attend and participate in internal and client meetings. Status reporting as needed. Regular work hours include support until 7pm CT Once trained, participate in mid-shift rotation from 11pm-6am CT Knowledge, Experience & Qualifications Education & Experience: 2-4 years of Call Center/Customer Service Experience Excellent Communication Skills Microsoft Office Experience (Excel, Word, Outlook, Internet Explorer) Working knowledge of personal computers and the Internet; Salesforce, or any other CRM experience preferred Skills/Knowledge: Excellent English interpersonal and communication skills. Independent problem solving and self-direction are critical. Customer Support or Call Center experience using various media channels including email, chat, ticket systems, and phones. Must be able to handle multiple tasks, take initiative and prioritize multiple work items. Strong attention to detail and accuracy are required. Capable of becoming an expert in the use of the Experian Healthcare Eligibility and Contract Management applications. Ability to gather pertinent information, understand problems, and redirect client inquiries to the appropriate functional (Level-2). Ideal combination is excellent communication skills, strong technical skills, experience in a tier-1 Support position, and exposure to the USA healthcare systems as related to claim processing or patient insurance eligibility verification. Proven previous job stability, including maintaining long-term work relationships with former employers Must be able to clear the company’s pre-employment screening

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