Customer Support Representative serves as a primary point of contact for our customers to handle inbound and outbound requests via phone, chat, and web channels, and ensure that all valid requests are resolved timely and efficiently delivering best in class customer experience.
Principal duties and responsibilities
Monitor, manage, and document all actions and solutions into a CRM ticketing system
Responsible for being available within call center queues as required by the department to respond to customer requests/incidents
Resolves or directs issue to the correct staff member for resolution, including escalation to tier 2.
Responsible for completing all required learning events and training.
Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays
Other duties or projects as assigned
High School Diploma minimum, some college or technical education is a plus
Relevant Certifications considered an asset, HDI, etc.
Knowledge, Skills and Qualifications
Position requires minimum 1 year of experience working in the healthcare industry and/or customer support role call center.
Strong critical thinking and problem-solving skills
Effective and professional communication skills
Dependable and punctual - strong time management skills
Positive attitude and works well under pressure
Good interpersonal skills and exceptional customer service skills
Detail oriented, understands and works well with varying standards and processes
Must have a basic understanding with the following
Connectivity, Wi-Fi Internet, Downloading Applications on PC and Mobile Devices
Agent Must have a working knowledge of the following
Smart phones - iOS and Android
Internet Modem and Ethernet connections
MS Office - Outlook, Word, Excel, Teams
Online Collaboration tools - Teams
Online Meeting Tools, Webex, Zoom
Must have remote work environment:
High Speed Internet
Quiet and Private workspace
Back Up phone source
Ability to use personal device for two factor authentication
Ability to attend online web meetings as needed
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries,
bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically
challenging work environment. Join our dynamic, entrepreneurial team and become part of our