Customer Support / Technical Support Analyst
New
J
JobgetherFederal health
Based in the United StatesTemporarySenior
Salary22 USD per hour
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Job Details
- Experience
- 2–5 years of relevant professional experience
- Required Skills
- Customer serviceAttention to detailTime ManagementWritten communicationVerbal communicationTechnical support
Requirements
- High school diploma or GED.
- 2–5 years of relevant professional experience in customer service, technical support, public relations, or a similar customer-facing role.
- Strong customer service skills, including tactful, patient, and courteous interactions with diverse customer populations.
- Strong verbal communication skills for phone interactions.
- Excellent written communication skills for customer inquiries and case documentation.
- Analytical and problem-solving ability to investigate issues, interpret information, and identify solutions.
- Attention to detail and accuracy when reviewing customer information, processing records, and maintaining documentation.
- Organizational and time-management skills to handle multiple requests and competing priorities.
- Ability to establish rapport and explain complex information clearly.
- Ability to work independently in a fully remote environment while maintaining productivity and service quality.
- Flexibility and adaptability as processes and operational requirements evolve.
Responsibilities
- Handle customer inquiries through inbound and outbound calls, email, web chat, and back-office support channels.
- Own customer requests through resolution, providing timely, accurate, and courteous assistance.
- Monitor batch processing and provide outreach when processing issues, errors, or exceptions occur.
- Investigate edit code rejections, processing discrepancies, and other operational issues, and coordinate resolutions.
- Research inquiries, analyze available information, and provide clear explanations and solutions within established timelines.
- Verify and communicate processing status for records and transactions, including promissory notes, batch submissions, counseling, and borrower and grant recipient information.
- Analyze data integrity issues, identify underlying causes, and recommend solutions to recurring problems.
- Create or update case records to maintain accurate and traceable customer histories.
- Follow service-level agreements, processing requirements, program policies, and operational guidelines.
- Identify workflow improvements and adapt to changing procedures and program requirements.
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