Overnight Helpdesk agents:
Agents will be located in Hudson, OH
Candidates must have high-speed internet access at home in the case of inclement weather preventing access to the office
Prefer candidates that are bilingual (Spanish), have pharmacy experience, and/or call center experience
Current starting pay for employees in this position: $13.00/hr
Note: the days are somewhat flexible in terms of what days of the week we have 2 FTE working on the same evening.
Contractor 1: M/T/W/S/Sunday: 11:00pm-7:00am
Contractor 2: W/R/F/S/Sunday: 11:00 pm- 7:00 am
Provide initial product support to customers via inbound calls, email, chat, etc., by handling inquiries and troubleshooting basic product-related issues. Gather information to identify and assess nature of problem. Record incident in a tracking system to maintain log of product issues for escalation and product development teams. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Escalate complex issues to higher-level customer service representatives or management. Requires general knowledge of organization's products and/or services, policies, terms, and conditions.
Specific Position Descriptors:
Conduct basic, technical troubleshooting on customer support issues/inquiries and provide instruction to customers on resolution. This includes answering technical and policy questions from pharmacy staff on claim adjudication responses across multiple plans/programs and edit types. May be cross-trained on multiple products.
Applies acquired job skills and company policies and procedures to complete assigned tasks.
Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
Normally follows established procedures on routine work, requires instructions only on new assignments.
Typically requires a minimum of 1 - 2 years of related experience.
Please email resume to firstname.lastname@example.org
Sedona Staffing Services is An Equal Opportunity Employer