Customer Support Representative
at Pyramid Consulting, Inc

Date Posted: 6/25/2019

Job Description

Immediate need for a talented Customer Support Representative with experience in the Insurance Industry. This is a 05+ Months Contract opportunity with long-term potential and is located in Philadelphia, PA. Please review the job description below.   Job ID: 19-29419 Key Responsibilities:
  • Works with client's customers via the telephone to answer questions and resolve any technical issues with client's external facing website products or services.
  • Assist with Login issues and helping customers retrieve their User IDs and reset their Passwords while ensuring to follow set security standards.
  • Maintains a high level of customer focus in all interactions.
  • Attempts to resolve issues at first level within specified timeframe.
  • Diagnoses customers’ technical issues and provides creative solutions and alternatives that meet business needs.
  • Provides “just-in-time” training to the customer over the phone as needed.
  • Escalates unresolved issues and service requests to the appropriate technical support group identified in Customer Support Center scripting.
  • Maintains documentation on incoming calls via ticket tracking system including steps and actions taken to resolve customer issues.
  • Identifies opportunities for process improvement and problem elimination.
  • Continually focuses on learning new technologies to support rapidly changing and expanding environment.
  • Establishes and follows through on individual development plans that enhance team and personal effectiveness.
Key Requirements and Technology Experience:
  • Aptitude for, and interest in, learning new technologies.
  • Understands customers’ issue and demonstrates real concern.
  • Responds quickly and resolves problems related to technology usage.
  • Communicates clearly.
  • Establishes credibility quickly by following up and taking initiative.
  • Probes and uncovers customers’ underlying issues.
  • Defines problems quickly and resolves majority of issues within specified timeframe.
  • Can deliver “just-in-time” training over the phone.
  • Actively shares knowledge and offers assistance to team members.
  • Identifies and takes initiative to implement improvement opportunities.
  • Possesses insatiable appetite for learning, continuously pursues new learning that add value to the team’s knowledge base.
Our client is a leading Insurance Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Job Snapshot

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