Job Summary:

• The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role.
• Competitive salary with full benefits (medical, dental, vision, HSA, 401k, PTO, and more.)
• Occasional after-hours, weekend, and holiday work may be required in this role.
• We are looking to add two 2nd shift and two 3rd shift hires, weekend availability is a plus!

Roles and Responsibilities:

• Ticket/Issue Escalations for assigned call center
• Accurately process and record call transactions using a computer and designated tracking software
• Assist with last minute coverage needs
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Follow up and make scheduled call backs to customers where necessary
• Stay current with email, team chats, system information, changes, and updates
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

Education and Experience:

• 1-2 years of experience in the Information Technology and/or Call Center field preferred
• 2-year Associates degree or equivalent experience is desired.

Required Skills and Abilities:

• Proper phone etiquette and effective listening skills
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
• Knowledge of customer service principles and practices (ITIL training a plus)
• Medical/clinical terminology is preferred, but not required
• Must be able to sit for long periods of time
• Experience supporting software computer applications and equipment from a remote helpdesk environment
• Experience with mobile device support (iPhone and Android)
• Must be a team player and build good working relationships across all functions of the company
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
• Need to be flexible, adaptable, and possess creative problem-solving skills

Travel Requirements:

• None