The Customer Care Advisor L1 role interacts with customers daily to provide technical support for application software over the phone, by email, and through live chat, using creative problem-solving to provide product support and help customers through complex issues. In addition, technicians manage their progress toward results and document customer communication throughout the “life-cycle” of a reported issue, supporting a fast-paced, metrics-driven customer contact center.

Essential Duties & Responsibilities 

• Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner. 
• Documents call activity and documents results promptly. 
• Develops interpersonal service skills and drives efficiency and results to achieve high customer satisfaction. 
• Attends training classes, initiates self-training, participates in CBT (Computer Base Training) and demonstrates application of knowledge and skills gained. 
• Demonstrates thorough understanding of our systems, clinical and imaging products, and their interaction with operating systems and environments. 
• Proactively pursues projects within the Support team to enhance our business and customer service levels. 
• Participates in Teams Chat room based on assigned subject groupings 
• Demonstrates initiative to constantly increase knowledge and skills in products they are assigned. 
• Constantly and proactively improves customer service skills. 

Education and Experience 

• High School Diploma/GED
• Bachelor’s degree or equivalent relevant work experience 
• 6 months in a Greenway Support role preferred 

Skills, Knowledge and Abilities

• Strong verbal and written communication skills, problem solving/analytical and trouble-shooting skills.
• Excellent customer service skills.
• Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision. Must be able to work with minimal supervision to perform work that is varied and may be somewhat difficult in character.
• Demonstrates understanding of internal systems and meets baseline skills for their use.
• Demonstrates a basic understanding of operations metrics and purpose.
• Demonstrates a basic understanding of the company mission and Greenway Health products.
• Escalates unresolved customer cases as needed
• L1 Subject Matter Expert (SME)
• Utilizes Knowledge Base in researching issues.
• Contributes to our knowledge base article database for assigned products.
• Assists in training co-workers and acts as a mentor to Associate Customer Support Technicians as directed.
• Participates in Team Chat room based on assigned subject groupings
• Participates in EAP (Early Adopter Program) as directed
• Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision
• Ability to demonstrate detailed knowledge of specific products or O/S skills
• Thorough understanding of clinical and practice management and a basic understanding of imaging and/or peripheral systems 

Work Environment/Physical Demands

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
• This role requires that one can sit and regularly type on a keyboard the majority of the workday
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/or mobile devices
• The role necessitates the ability to listen and speak clearly to customers and other associates

Here’s what we can offer you in exchange for your amazing work:

• Competitive pay
• Medical, dental and vision benefits
• Matching 401(k)
• Generous paid time-off programs
• Education reimbursement
• Growth potential for your career
• Corporate discounts

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us atwww.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.

While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying.

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