Customer Support Specialist
4 weeks ago
Connexure is seeking a highly skilled Customer Support Representative to join our team in Atlanta, GA. As a key member of our support team, you will play a crucial role in ensuring client satisfaction and retention.
Key Responsibilities:- Manage schedules and ensure proper department coverage.
- Prioritize and schedule ticket queue to ensure timely resolution.
- Redirect or escalate issues as necessary to ensure client satisfaction.
- Act as a point of escalation for client and administration issues.
- Monitor backlog issue progress to ensure key performance indicators (KPIs) are met.
- Oversee the delivery of custom work (SOWs) on time, on budget, and with great service.
- Supervise, organize, and execute repairs, delegating work to other technicians as needed.
- Oversee repair quality, productivity, and customer expectations.
- Prepare and maintain presentation slides for customer service updates.
- Collaborate and build relationships with clients, partners, and field sales representatives.
- Participate in cross-functional team projects for new implementation and conversions.
- Education: Typically, a relevant degree such as a Bachelor's or Associate's in Technical, Business, Finance, Accounting, Engineering, Computer Science, or a related field.
- Process Improvement experience.
- Excellent problem-solving and analytical skills.
- Client relationship building experience.
- Process-oriented and results-driven.
- Willingness to take the lead on internal projects.
- Familiarity with NPI and Computer Support KPIs.
- Ability to think and act under pressure.
- SQL knowledge.
- Experience working with SAAS clients – SSO, whitelisting, and security.
- Understanding of Stop Loss Industry.
- Organized and able to prioritize team requirements.
At Connexure, we are committed to unifying the self-funded medical ecosystem through integrated technologies, processes, and data insights. Our customer-centric approach drives value and creates a network effect where the software becomes stronger as more users adopt it. If you are interested in learning more about a career with Connexure as a Customer Support Representative, apply today.
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