[Hiring] Digital Customer Support Associate @Geisinger

Role Description

Provides telephone, email, and web submission support for the enterprise’s customer facing portals and is the main point of contact for portal users. This support includes exceptional customer service, troubleshooting, and user technical support. Using common trouble-shooting techniques and questions the agent will attempt to resolve the issue using a documented fix or workaround on initial touch or contact.

• Receives customer calls and communications in a courteous manner.
• Documents accurately all inquiries/concerns.
• Records the details of the incident or request into the call ticketing system, including actions taken.
• Assesses the impact and urgency of the issue and sets priority according to standards.
• Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution.
• Provides support to customer questions in addition to aiding with issues.
• In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.
• Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.
• Follows support procedures through training guides, knowledge-based articles, and job training.
• Participates in the creation or update of documentation.
• Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues.
• Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established.
• Follows up on issues that require further research for resolutions in a timely manner.
• Escalates issues to 2nd tier support, as needed based on issue procedures.

Qualifications

• High School Diploma or Equivalent (GED) - Required
• Minimum of 2 years relevant experience - Required

Requirements

• Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Benefits

• Healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.
• Encouragement of an atmosphere of collaboration, cooperation and collegiality.

Company Description

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.