Level 1 Help Desk Analyst/ Customer Service Representative

2 weeks ago


Mason, United States Randstad Digital Full time

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.



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