**Customer Support Associate - Indianapolis, IN**

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**Location:** Indianapolis, IN, US, 46204-1077 Responds to moderately complex customer inquiries and requests.

**Essential Job Functions**

* Answers telephones and responds to moderately complex customer questions and/or forwards call to appropriate personnel.

* Researches customer inquiries and responds to appropriate parties in a timely manner.

* Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

* Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

* Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information.

* Interfaces with team personnel, management, and customers in reference to customer service issues.

* Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

* Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

* Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.

**Basic Qualifications**

* High school diploma or G.E.D.

* Four or more years of customer service or other telephone experience

* Experience working with organizational functions and personnel

* Experience working with fax machines, computer software, and telephone technology

* Experience working with and skilled in the use of help desk software

**Other Qualifications**

* Business and analytical problem solving skills

* Communication skills

* Ability to work independently

* Ability to follow oral and written directions

**Work Environment**

* Office environment

* May require shift work