Job Description Position Description Provide phone and chat technical support by answering customer questions and solving technical issues. Track all calls to identify trends that need to be addressed. Key clients will be dental offices and mobile app customers. Dental offices will be using a mix of technologies (web, custom-build software) to process dental benefit payments. Customers will be using a proprietary mobile app on Android and iOS platforms to accept payments for dental services.
Essential Functions: • Responds to consumers regarding usage of the proprietary mobile phone app in a timely and empathetic manner via telephone or web inquiries • Responds to dental offices regarding issue with First Circle custom software download and installation process and web-based transactions • Researches complaints and provides processing issues with external and internal customers. Documents all issues • Provide level one support and collaborate with IT and Project Management department to resolve more complex issues including User Acceptance Testing and documentation of all issues and resolutions. Develop temporary workarounds to address issues • Builds a strong rapport with dental office staff, groups and consumers to ensure a positive perception of the company • Other duties as assigned
Qualifications: (Education/Experience/Skills Required) • High school diploma or equivalent, college degree preferred (degree/major in general technology skills) • Two years of experience in a helpdesk or general tech support environment • Proven customer service experience (health insurance background preferred) • Ability to learn quickly in order to solve problems • Excellent communication skills (verbal and written) including documentation and notetaking • Prior experience in technical documentation with attention to detail and accuracy