Customer Support Specialist
hace 2 días
Company Overview
We are Experian, a company that aims to simplify healthcare for all. Our mission is driven by data-driven insights and we strive to make the healthcare system work better for consumers and those working in healthcare.
We have a diverse group of people who are driven by purpose and want to make a difference. We value growth mindset, collaboration, embracing change, and accountability in our team members.
Job Description
The Technical Client Services Representative will provide exceptional client software support and respond to routine and emergency support calls from clients and support staff.
Key responsibilities include:
- Troubleshoot product and technical issues.
- Determine severity and scope analysis of issues, inquiries, and requests.
- Manage all client-related issues into Client Relationship Management tool (CRM) - Salesforce.
- Manage customer and user configurations.
- Educate and empower customers to maximize utilization of products, tools, and services.
- Maintain proficient knowledge of all product and service changes.
- Monitor system status.
- Initiate proactive customer communications.
- Escalate complex issues to technical and product resources with the appropriate information to resolve the customer's inquiry.
- Document solutions that can be reused internally and externally.
Required Skills and Qualifications
To succeed in this role, you will need:
- Bachelor's degree (preferred).
- Minimum of 2 years' experience in customer support/technical support and/or healthcare IT industry (preferred).
- Strong prioritization and planning skills.
- Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.
- Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean.
- Ability to remain calm and even keeled with frustrated customers.
- Flexibility to manage unforeseen situations outside of the agent's control.
- Patiently handle repetitive customer support issues.
- Organization skills necessary to prioritize and differentiate important tasks from urgent ones.
- Displays outstanding customer service attitude.
- Positive disposition that allows the agent to remain upbeat for the sake of the customer's overall impression regardless of the situation.
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