数字客户支持专员（上午8:30 - 下午5:00 EST）
Digital Customer Support Associate (8:30am - 5:00pm EST)
位置：
在家办公（宾夕法尼亚州）班次：
白天（美国）每周工作时间：
40工种类型：
正式员工豁免状态：
否职位概述：
为企业面向客户的门户提供电话、电子邮件和网页提交支持，并是门户用户的首要联系人。此支持包括卓越的客户服务、故障排除和用户技术支持。使用常见的故障排除技巧和问题，代理将在首次接触或联系时尝试通过已记录的解决方案或解决方法来解决问题。职位职责：
- 以礼貌的方式接收客户来电和沟通。
- 准确记录所有咨询/问题。
- 将事件或请求的细节录入呼叫工单系统，包括采取的措施。
- 评估问题的影响和紧急程度，并根据标准设置优先级。
- 在首次接触时尝试使用已记录的解决方案或解决方法来解决问题。
- 除了协助解决问题外，还为客户提供支持和解答问题。
- 在需要解决方法的情况下，确定正确的永久解决方案路径，并根据既定协议转交工单。
- 使用批准的沟通方式通知客户计划内和非计划内的中断情况。
- 遵循支持流程，通过培训指南、基于知识的文章和岗位培训进行操作。
- 参与文档的创建或更新。
- 与相关部门沟通协调，以解决客户的问题或关注点。
- 通过参与事件并保持冷静的态度，按照既定的流程处理重大影响的事件。
- 及时跟进需要进一步研究以解决的问题。
- 根据问题流程，必要时将问题升级到二级支持。
工作通常在办公室环境中进行。对满足所有特定职位要求和遵守所有组织政策和程序负责。本简介中的具体陈述并非旨在涵盖所有内容。它们代表了成功执行该职位所需的一些典型要素。
*相关经验可能由相关工作经验和所获得的学位组成（副学士学位=2年；学士学位=4年）。
职位详情：
教育：
高中文凭或同等学历（GED）-（必需）经验：
至少
查看英文原文
Location:
Work from home (Pennsylvania)Shift:
Days (United States of America)Scheduled Weekly Hours:
40Worker Type:
RegularExemption Status:
NoJob Summary:
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.Job Duties:
- 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.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
Position Details:
Education:
High School Diploma or Equivalent (GED)- (Required)Experience:
Minimum of 2 years-Relevant experience* (Required)Certification(s) and License(s):
Skills:
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.
- KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
- EXCELLENCE: We treasure colleagues who humbly strive for excellence.
- LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
- INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
- SAFETY: We provide a safe environment for our patients and members and the Geisinger family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.
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.
Originally posted on Himalayas