Help Desk Support Specialist (Weekend and Holiday Coverage)

Job Summary:

The Help Desk Support Specialist provides quality and efficient customer service to health plan users via incoming phone calls, returning voicemails, and emails. This position and team support multiple health plans for password reset/registration assistance. The Help Desk team works closely to ensure our callers receive excellent customer service.  

Duties/Responsibilities:

• This position is primarily weekend and holiday coverage out of OE timeframe when we do not have on site support.  The hours requirements for this are likely be 12 hour days per weekend day and either Friday (8hr), Saturday (12hr), Sunday (12hr) , Monday (8hr) or Saturday (12hr), Sunday (12hr), Monday (8hr), Tuesday (8hr)
•  Supports inbound calls for multiple health plans for password reset/registration assistance. 
•  May answer non-technical questions regarding functionality. 
•  Documents all customer incidents regardless of method of notification (phone, email, voicemail) in HealthTrio by mPulse customer tracking software 
•  Complete special projects or other duties as assigned. 
•  Takes on-call duty as assigned. 

Skills/Abilities/Experience/ Minimum Qualifications:

•  High School Diploma or GED  
•  Effective verbal communication skills and problem-solving skills  
•  Proficient in using multiple computer applications simultaneously 
•  1+ years of phone support or call center experience 
•  Must be able to type a minimum of 30+ wpm 
•  Basic computer skills required; demonstrated proficiency with Microsoft Word and Outlook  
•  Healthcare or medical industry experience preferred 
•  Preference is given if fluent in Spanish 

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.