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Company

Geisinger · 5 hours ago

Digital Customer Support Associate

Danville, PA

Full-time

Remote

Entry Level

2+ years exp

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Responsibilities

Receives customer calls and communications in a courteous manner.

Documents accurately all inquiries/concerns.

Records the details of the incident or request into the call ticketing system, including actions taken.

Assesses the impact and urgency of the issue and sets priority according to standards.

Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution.

Provides support to customer questions in addition to aiding with issues.

In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.

Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.

Follows support procedures through training guides, knowledge-based articles, and job training.

Participates in the creation or update of documentation.

Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues.

Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established.

Follows up on issues that require further research for resolutions in a timely manner.

Escalates issues to 2nd tier support, as needed based on issue procedures.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Ticketing SystemDocumentationIncident ManagementTeam CoordinationVPN Knowledge

Required

High School Diploma or Equivalent (GED)

Minimum of 2 years relevant experience

Employee required to have/supply: Cable modem, (high speed, only - No DSL or Wireless Cellular Service or Satellite Service) The minimum requirement is: 25 MBPS UP, 75 MBPS DOWN

Computer must be connected to the internet via Ethernet cable; wifi is not permitted unless a Virtual Private Network (VPN) is used for the wifi connection

Benefits

Healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners

Company

Geisinger

Glassdoor

3.5

Geisinger is a health and wellness organization that offers orthopaedic, weight-management, and heart care services. It is a sub-organization of Risant Health.

Founded in 1915

Danville, Pennsylvania, USA

10,001+ employees