Panel Help Desk Associate

Position Summary: As a Panel Help Desk Associate at TriVoca Health, you will provide exceptional customer service to respondents through inbound/outbound calls and emails, aiming to drive respondent satisfaction and retention. *This position is open only to candidates who are currently authorized to work in Nicaragua or India. Key Job Responsibilities: Manage high volumes of inbound/outbound calls and emails while providing high-quality support to respondents while documenting all outreach Intake, triage, investigate, and respond to inquiries directed to help desk, maintaining our company’s reputation for high-quality service Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required time frame per highest quality standards Work with internal teams to troubleshoot issues that impact respondent experiences Escalate complex issues appropriately and follow up to ensure timely resolution through outbound calls Learn and stay up to date on our technologies and procedures-tech savvy Maintain customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality discipline targets within stipulated timelines Multi-tasking across channels and panels Core Competencies: Proven customer service experience in inbound/outbound process Exceptional phone etiquette skills – excellent verbal and written communication skills in order to deliver quality service and make a difference in the respondent’s experience Ability to think outside of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties. Ability to multitask and work under high pressure while maintaining on call accuracy Proficient in Microsoft Office including Word and Excel Qualifications: Education: High School Diploma or equivalent Experience: Experience in customer service and calling profile must Experience with customer service ticketing software a plus Location: Remote in Nicaragua or India