What are the responsibilities and job description for the Technical Support Specialist position at Outcomes®?
JOB SUMMARY
The Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.
ESSENTIAL DUTIES & RESPONSIBILITIES
Customer Interaction
Respond promptly and professionally to inbound calls and other communication channels.
Provide accurate and relevant information to clients regarding products, programs, and services. Address client inquiries and concerns with a customer-centric approach.
Issue Resolution
- Identify and troubleshoot client issues, escalating them appropriately when necessary.
- Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
- Offer effective and timely solutions to meet client needs.
Product Knowledge
- Maintain a comprehensive understanding of the company's products, programs, and services.
- Stay informed about updates and changes in offerings to assist clients effectively.
- Utilize and maintain product knowledge base.
- Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.
Process Adherence
- Adhere to standard processes and procedures in handling client interactions.
- Ensure compliance with established protocols for issue resolution
Team Collaboration
- Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.
- Communicate regularly with team members to share insights and updates.
Documentation
- Accurately record and document client interactions and resolutions.
- Keep detailed and organized records for reference and reporting purposes.
Client Retention
- Offer alternative solutions when appropriate with the goal of retaining clients' business.
- Analyze client needs and recommend relevant features to enhance their experience.
Continued Development
- Stay current with industry information, changes, and updates to provide informed support.
Adaptability
- Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.
Ad-hoc Support
- Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.
KNOWLEDGE & REQUIREMENTS
- Experience in a technical call center environment preferred.
- Certified Pharmacy Technician preferred.
- Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.
- Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.
- Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure
EDUCATION & EXPERIENCE REQUIREMENTS
- Minimum years of work experience: 2 years
o Experience working with healthcare professionals in a fast-paced clinical setting
- Minimum level of education or education/experience: High School Diploma
o A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor’s degree in a
related field from an approved and accredited college or university.