Level 1 Help Desk Analyst / Customer Service Representative
Role Overview: Responsible for handling customer interactions via phone, email, or chat, specifically assisting Medicare/Medicaid customers.
Shift:
- 11 AM - 8 PM
- Training: First 2 weeks, 9 AM - 6 PM, Monday to Friday
- Mostly remote but local to Mason, OH OR Richmond, VA for occasional meetings in office.
Primary Responsibilities:
- Assist customers experiencing website issues through phone, email, or chat.
- Identify, investigate, and resolve customer questions and problems, providing immediate solutions or referring to other associates as needed.
- Utilize an Incident Management System to track, update, and resolve customer issues.
- Develop and maintain IT troubleshooting guides and knowledge base.
- Support departmental initiatives aimed at improving performance and customer experience, including report generation.
- Offer guidance and training to associates and external customers.
Qualifications:
- Minimum of 5 years of experience in customer service or helpdesk roles, or an equivalent combination of education and experience.
- Associate's degree in a relevant discipline preferred.
