MISSION
Provide extraordinary customer service to Alegeus’ software clients. Identify proactive opportunities to educate, solve and prevent future technical issues.
Responsibilities
- Diagnose, troubleshoot, and resolve software application, data transfer, and connectivity issues related to service and product offerings.
- Achieve Quality Assurance scores averaging 3 or above.
- Maintain a case re-open rate under 10%.
- Identify enhancement opportunities to promote efficiency.
- Proactively identify incidents and expedite resolution.
- Respond promptly to customer inquiries via telephone, email or web.
- Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers.
- Provide limited customer training for purposes of functionality setup.
- Work closely with other teams to manage technical escalations and product improvements.
- Document recurring technical issues to support product quality programs.
- Create documentation around support processes and issues, usable by technical and non-technical users.
Education/Experience
- BS degree in a technical discipline or equivalent related experience.
- Experience with end user Technical Support for software applications.
- Experience with SQL (MS SQL, Oracle, etc.)
- Experience with CSV/Fixed file format review.
COMPETENCIES
- Excellent customer interaction skills; able to handle and diffuse challenging situations.
- Able to multi-task and work under dynamic conditions and constraints with minimal supervision.
- Strong analytical, prioritization, time management, and follow-up skills.
- Able to effectively respond to customers in writing and over the phone with a high degree of professionalism and accuracy.
Personal Characteristics, Skills & Knowledge
- A passion for healthcare, financial services, behavioral economics, consumerism and/or any combination of these disciplines.
- Strong interest in learning new things and comfortable pushing boundaries.
VALUES (the “How”)
At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also consider individual delivery on our corporate values:
- Care personally. We connect personally to our "why" - are passionate and purposeful.
- Put the end-user first. When we put the end user first, we believe the rest falls into place.
- Consistently challenges the status quo. We believe that the best solutions haven’t been discovered yet.
- Practice the art of inspection. We will turn over every stone to gain deeper insight to guide our actions.
- Solve the real problem. We will constantly orient on the true issue at hand and accurately and fully address.
The above cited duties and responsibilities describe the general nature and level of work performed by an incumbent assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that a candidate may be expected or asked to perform.
We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
At Alegeus, being transparent about our compensation philosophy and approach is more than just a legal requirement. As our organization continues to grow and evolve, we have made a commitment to ensure that our compensation framework is equitable, data-driven, consistent, and unbiased, with allowable pay differences based on factors unique to each candidate (think: skills, experience, qualifications, etc.) in order to attract and retain a highly talented and committed workforce.
We are taking an “inside-out” approach to pay transparency by first educating our valued managers and internal workforce and then moving to publishing compensation ranges externally. In the interim, if you are a California, Colorado, Connecticut, Maryland, Nevada, New Jersey, New York, Ohio or Washington resident and this role is physically available in your state or classified as remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.
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