Digital Customer Support Associate (8:30am - 5:00pm EST)

Location:

Work from home (Pennsylvania)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

No

Job Summary:

Provides telephone, email, and web submission support for the enterprise’s customer facing portals and is the main point of contact for portal users. This support includes exceptional customer service, troubleshooting, and user technical support. Using common trouble-shooting techniques and questions the agent will attempt to resolve the issue using a documented fix or workaround on initial touch or contact.

Job Duties:

• Receives customer calls and communications in a courteous manner.
• Documents accurately all inquiries/concerns.
• Records the details of the incident or request into the call ticketing system, including actions taken.
• Assesses the impact and urgency of the issue and sets priority according to standards.
• Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution.
• Provides support to customer questions in addition to aiding with issues.
• In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.
• Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.
• Follows support procedures through training guides, knowledge-based articles, and job training.
• Participates in the creation or update of documentation.
• Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues.
• Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established.
• Follows up on issues that require further research for resolutions in a timely manner.
• Escalates issues to 2nd tier support, as needed based on issue procedures.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details:

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 2 years-Relevant experience* (Required)

Certification(s) and License(s):

Skills:

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family.

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

About Us

Geisinger is committed to making better health easier for the more than 1 million people it serves. Founded more than 100 years ago by Abigail Geisinger, the system now includes nine hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,600 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually.

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and benefits for domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.

* Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.