Call Center / Customer Care help desk

Fusion PPT, LLC
Lanham, MD
Oct 10, 2021
Oct 23, 2021
Full Time
Job Description Job Description: Resumes need to reflect at least one year of experience in a call center, customer care or customer service role. Resumes WITHOUT this experience ON THE RESUME WILL NOT BE CONSIDERED The Service Desk or Call Center Analyst will serve as a Subject Matter Expert (SME) in the determination of support requirements for providing first level assistance to consumers, insurance companies and healthcare providers. This requires the Analyst to collaborate and coordination with internal and external stakeholders to gather information, assess requirements, and develop handling procedures for requests presented to the help desk by internal stakeholders. The Analyst will investigate, research, and analyze any issues that arise or are presented to the help desk. This position requires strong customer service skills and excellent oral and written communication skills. CALL CENTER-SERVICE DESK- EXPERIENCE IS A PLUS Job Duties: Plan, coordinate, and facilitate working sessions, meetings, and conference calls with internal and external stakeholders Research and analyze inquiries and documentation to determine if issues and requests presented are within the scope of the project Conduct analysis of incidents, cases, and service requests to identify trending issues Contribute to and maintain updated SOP documents and Knowledgebase Articles (KBAs) to include triaging, call and email handling procedures, phone scripts, email templates, and escalation processes to address system-specific customer inquiries Investigate and troubleshoot issues identified by stakeholders to facilitate timely resolution Collaborate with team members, external partners, and internal functional departments via calls, meetings, email, and webinars Attend customer meetings, customer-led webinars, and calls as required to stay abreast of changes that impact the help desk Assist team members in accurate identification and handling of incidents, cases, and/or service requests Communicate with requestor's, internal POCs, and external POCs to assist in the resolution of unresolved requests and/or inquiries Participate in training to acquire and maintain the knowledge and skills required to effectively perform job duties Follow all rules and guidelines set by the company and the MSD Complete any other tasks as assigned by management Required Skills: Excellent verbal and written communication skills Demonstrated critical thinking skills Intermediate MS Outlook, MS Word and MS Excel skills Ability to effectively multitask Flexibility, adaptability, and the ability to absorb information quickly and accurately Ability to effectively manage time Ability to work in a team environment within a call center setting Ability to recognize Personally Identifiable Information (PII) and understand the requirements for appropriate handling and confidentially