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Exela Technologies · 1 day ago

Customer Service Technical Specialist

Boston, MA

Full-time

Onsite

Entry Level

$19/hr - $22/hr

2+ years exp

Exela Technologies is a company that provides comprehensive health and wellness plans to its employees. They are seeking a Customer Service Technical Specialist who will serve as a key liaison between the company and clients, addressing inquiries and troubleshooting technical issues to ensure client satisfaction.

Enterprise SoftwareInformation TechnologyManagement Information Systems

Hiring Manager

Rachana Jejurkar

Responsibilities

Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction

Provide consistent quality experience in satisfying client demands

Continuously monitor email. Respond accordingly, as per business processes and operational guidelines, in a timely manner

Demonstrate strong attention to and focus on details and processes. Perform frequent quality checks during process

Handle time-sensitive, confidential materials in accordance with privacy protection policies

Establish operating procedures and quality standards

Adapt to process changes as required by the client

Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy

Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases

Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction

Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations

Other site national support and special projects as needed

Participate in cross-training