Representative 2/L1 Help Desk (Customer Service)

ICONMA is seeking a Representative 2/L1 Help Desk (Customer Service) for a Retail Pharmacy client. The role involves managing member issues, ensuring timely resolution, and providing support through various communication channels.

Responsibilities:

• Managing member issues through a ticketing system
• Meeting service level agreement (SLA) for resolution
• Utilizing resources to address issues
• Documenting all interactions
• Answering inbound calls and making outbound call follow-ups
• Corresponding with members via email

Requirements:

• Verifyable High School Diploma or GED Required
• Minimum 2 years call center environment with 1 year being in a virtual customer service or call center environment. IT help desk support is a plus, but not required
• Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members
• Computer experience is required with proficiency in Microsoft Outlook, Word and Excel
• Basic alpha number data entry skills with attention to accuracy and quality is essential
• Ability to work with people in a team environment while meeting individual performance goals
• Must be able to read and interpret policies, procedures and instructions
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential
• A personal High Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord
• A location within your home free from distraction during your scheduled hours
• Excellent communication skills both verbal and written
• Keyboarding ability to key 45 WPM with 95% accuracy rate. We will require a demonstration of your keyboarding skill during the interview
• Microsoft 360 basic applications (Outlook, Teams, One Drive)
• Five9 or comparable telephonic software knowledge such
• Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)
• Demonstrate the following soft skills:
• Experience supporting complex and nuanced work
• Ability to discern key points to assist with problem resolution, getting to the heart of the issue
• Demonstrate ability to handle multiple assignments competently, accurately, and efficiently
• Ability to follow direction, multi-task and adapt to change
• Ability to learn in an online/telework environment
• Utilize online resources to perform job responsibilities
• 1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required
• 1 year experience working in a virtual call center
• Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)
• Experience managing ticket backlog along with inbound calls
• Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required