Job Summary

The Associate Customer Care Advisor interacts with customers on a daily basis to provide technical support for the Greenway application software over VoIP phone, email, and through live text-based chat. Utilizing creative problem-solving to deliver product support and assist customers with complex issues. Technicians manage their progress toward results and document customer communications 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 interactions (via VoIP phone, portal, and/or text-based chat, as assigned) with customers via cases.
• Develop interpersonal service skills and drive efficiency and results to achieve high customer satisfaction.
• Attends training classes, initiates self-training, and demonstrates application of knowledge and skills gained.
• Demonstrates thorough understanding of solutions and aftermarket products as assigned and their interaction with operating systems and environments.
• Proactively pursue projects within the Support team to enhance our business and customer service levels.
• Demonstrates initiative to constantly increase knowledge and skills in the products they are assigned.
• Constantly and proactively improves customer service skills.
• All other duties as assigned.

Skills & Other Requirements

Education

• Bachelor’s degree or equivalent work experience in customer service

Minimum Qualifications

• Previous experience in an US based customer service environment (Tech support – Voice)
• US Healthcare industry (medical billing, clinical workflow, etc.) is preferred.
• Excellent English proficiency in verbal and written communications
• Accent neutral

Skills/Knowledge

• Strong verbal and written communication skills, problem-solving/analytical, and troubleshooting skills.
• Excellent customer service skills.
• Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.

Technology Requirements

• 100 Mbps internet service if working from home

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 work day
• This role requires that one can sit and regularly type on a key board the majority of their work day
• 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
• Ability to work in EST zone (5:30 PM - 6:30 AM IST)

The work environment is an open room with other associates and noise from others will be part of the regular work day