The Interactive Support Specialist is responsible for providing exceptional customer service to our clients through the research and resolution of their questions and problems. Ability to work contract or potential temp to perm preferred.
Research, resolve, and respond to client questions and problems received via telephone calls, e-mail, letters, and faxes. Ensuring client callbacks are completed in a timely manner and in accordance with customer service standards.
Document, track, and monitor client's problems and issues to ensure proactive recognition and resolution of software and system trends.
Participate in team projects that enhance the quality and efficiencym of help desk services, the department, and organization.
Acquire and maintain knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers. Attend training sessions and participate in other knowledge enhancement activities.
Complete all reporting projects in an accurate and timely manner such as, but not limited to, customer service surveys, daily activity logs, and voicemail records.
Conducted software and system training to customers.
Function as a liaison with other support areas to meet a client's request
Document and monitor personal queues on a daily basis
Provide evening and weekend on call support.
Complete special projects when assigned.
Knowledge, Skills and Abilities:
Must be able to demonstrate great oral and written communication
skills; the ability to effectively communicate with customers and other departments; an acute attention to detail; strong problem-solving skills; ability to manage multiple projects and meet deadlines; work well under pressure; and is a highly motivated, team player with the ability to self-direct and prioritize.
Education and Experience
High school diploma or equivalent required.
Retail or Institutional/Nursing Home experience a must and HBS systems experience a plus.
A minimum of one year Pharmacy Technician and customer service experience preferred. Call center experience a plus. |
