CSC Portal Support Specialist
1 week ago
The CSC Portal Support Specialist plays a vital role in delivering exceptional client-facing support for portal-related inquiries. This position involves addressing various issues such as user registration, password resets, account access, and navigation difficulties. You will also create and manage technical support tickets as needed, ensuring timely resolution while adhering to service and quality standards.
Key Responsibilities
Handle inbound phone calls via a computerized telephone system.
Manage internal and external requests through a shared inbox.
Assist users with portal-related issues, including registration, password resets, and navigation.
Troubleshoot and resolve user issues efficiently.
Accurately document call interactions in line with Standard Operating Procedures.
Open and follow up on technical support tickets as necessary.
Gather and research data to address customer inquiries thoroughly.
Collaborate with team members to achieve shared results.
Prioritize tasks to ensure completion within specified time frames.
Consistently meet job performance expectations, demonstrating reliability and accountability.
Adhere to NYL corporate compliance policies, including privacy and ethics standards.
Deliver service excellence through empathy, courtesy, patience, and professionalism in all customer interactions.
Actively contribute to the team's service and quality objectives.
Maintain open communication with peers, business partners, and management regarding compliance and work-related matters.
Achieve and maintain individual and team quality and adherence scores.
Take ownership of assigned tasks and responsibilities
Requirements
High school diploma, or GED from an accredited school required.
Excellent verbal and written communication skills
Strong organizational skills
Growth-mindset and ability to adapt to change
Customer Service oriented
Ability to work in a fast-paced environment
Strong interpersonal skills
Individual contributor as well as team player
Possesses a high level of attention to detail
Working knowledge of Microsoft Office
Technology
This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.
Under certain circumstances, will consider a remote option.
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