Job Description

Essential Responsibilities (The primary job duties this position is responsible for achieving are listed in order of importance.)
\xc3\xbc Monitor the ticketing system to receive, review and triage member issues and inquiries
\xc3\xbc Serve as the primary point of contact for member related inquiries and escalations through Tier 2 tickets, providing excellent
customer service and timely issue resolution
\xc3\xbc Document member issues with meticulous attention to detail, capturing all relevant information, including the steps to reproduce
the problem, error messages and any additional pertinent data
\xc3\xbc Communicate with members to gather necessary information and ensure a comprehensive understanding of their issues
\xc3\xbc Troubleshoot and Diagnose member reported issues to identify patterns, trends and common themes and escalate complex
problems to Level 3 support when necessary
\xc3\xbc Collaborate with cross functional teams, including operations, IT and Business teams
\xc3\xbc Escalate critical or complex member related issues to appropriate teams or higher-level support for resolution
\xc3\xbc Provide timely updates to members on the status of their reported issues, including estimated resolution timelines and any
relevant workarounds
\xc3\xbc Respond to member inquiries through various channels (Phone, email & Chat) promptly and professionally, maintaining a high
level of customer satisfaction
\xc3\xbc Maintain accurate and up-to-date records of member issues in the designated ticketing system
\xc3\xbc Review Regularly and prioritize documented issues based on severity, impact, and member feedback
\xc3\xbc Assist in updating and maintaining of knowledge base articles for future reference and training purposes
\xc3\xbc Participate in critical/high incident calls to help replicate member issues and test after service restoration

Minimum Requirement

o Strong knowledge of healthcare systems, applications, and systems
o Strong knowledge in supporting web applications and mobile healthcare applications
o Experience in addressing member queries and providing in a level 2 support role
o Important to have experience on resolving web related issues like issue related to browsers, password reset, cache clean up
etc
\xc3\xbc Excellent communication skills
\xc3\xbc Strong Problem solving and analytical skills, with the ability to think critically and adapt in a fast-paced environment
\xc3\xbc Customer focused mind set, with a commitment to delivering exceptional service and ensuring member satisfaction
\xc3\xbc Familiarity with IT Service Management tools such as ServiceNow or Jira
\xc3\xbc Ability to work collaboratively in a team environment and effectively prioritize tasks to meet deadlines
\xc3\xbc Ability to work in Shifts to support members during US business hours

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