JobID: 382602
JSG is hiring Customer Support Specialist for a contract - hire role in Boise, ID.
Job Duties:
- Responds to inbound calls and emails arriving randomly to the technical support line or inbox. Occasionally offers chat support through the same support line.
- Using approved communication guidelines, responds to customer concerns or inquiries.
- Answers questions and troubleshoots issues related to use of the connect application (including our PC/Mac software data uploader), HCP Portal, Mobile app, and other future software applications.
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
- Participates in shadowing and reverse shadowing and assists with training of new agents as needed.
- Performs timely and satisfactory resolution of calls and on-line contacts.
- Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
- Identifies potential health and safety issues with products and follows appropriate internal notification procedures.
Experience and Education:
- High School diploma required.
- 1 year previous experience in a Customer Service preferred but not required.
- Working knowledge of Microsoft Office applications including Word, Excel and Outlook preferred.
- Knowledge of in network security and familiarity with processes such as driver installation.
- Ability to type at least 55wpm with a high rate of accuracy.
- Experienced with use of electronic documentation systems preferred.
- Experience working in a HIPAA environment highly preferred.
- Previous IT helpdesk experience preferred.
- Familiar with the following subjects: driver installation process, USB device communication, computer and internet security settings, antivirus software capabilities, server configuration and communication.
- Bilingual Spanish/French encouraged.
#D810
