Technical Support Representative

-Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice based services.

-Verifies and updates customer information, responds to queries and resolves issues.

Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards.

-Accurately document and update records and databases in accordance with prescribed formats and required systems.

-Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions.

-Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations.

-Understand all programs, systems, and procedures necessary to perform job effectively.

-Where applicable, communicate with customer to resolve any account questions or inquiries.

-Communicate feedback and progress to management.

-Maintain diplomacy and tact when dealing with upset or escalated calls.

Escalate customer complaints and/or calls through the appropriate channel to management.

-Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training.

-Knowledge, understanding, and compliance with company policies and procedures.

Provide feedback to management concerning possible problems or areas of improvement.

-Make recommendations to implement improved processes.

Perform other duties as assigned by management.