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Description

Notes from Call w/ the Manager and Team Lead:

- Product and Platform w/ some sort of Healthcare bg.

- Go getters willing to work whatever hours they put in front of them. They're considered 24/7

- She runs a really tight ship.

- They have solid training

- Their team is on the phone quite often and it's very important to have a good phone presence

- Hours: 40 hr/week.

- Have to cover other schedules for ppl on evening or over night/weekend.

- Eligible to work overtime. It's normally 40, but holidays always have more OT opps.

- 1 interview w/ her Team Lead Abby Cabrera

- Customer Support bg is crucial. HC knowledge of PMS or HIS systems. 270 & 271 eligibility messaging.

- Need a people-person.

- A lot of outgoing and inbound calls

- Don't need an EDI Analyst or a Tier 2, need a Tier 1

- Call volume is dependent on the day

- Salesforce is their ticketing system

- Avg # of 200 tix/ per day, spread between about 8 ppl per day.

Calls are anywhere from 20+ - 100+ per day spread across the 8 team members.

Req:

Remote. Timezone no preference position will be CST hours

24/7 will be required to cover for holidays, overnight, evenings, and weekends.

1-2 times a month will need this coverage

Normal schedule 8-5 CST at the beginning most likely move to 9-6 after training and will need to adjust for business needs in case a 10-7 is needed

Client Support Tier 1Client Support Tier 1 agent will provide outstanding client software support and respond to routine andemergency support calls from clients and support staff.

Responsibilities:

•Troubleshoot product and technical issues.

•Determine severity and scope analysis of issues, inquiries, and requests.

•Communicate effectively with clients via telephone or email.

•Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce

•Escalate complex issues to technical and product resources with the appropriate information toresolve the customer’s inquiry

•Manage customer and user configurations.

•Educate and empower customers to maximize utilization of products, tools, and services.

•Maintain proficient knowledge of all product and service changes.

•Monitor system status and communicate issues that need attention internally and externally.

•Initiate proactive customer communications.

•Demonstrate Knowledge-Centered Service (KCS) practices including knowledge articles, when appropriate to aid in solving issues for internal and external use.

•Document solutions in articles that can be reused internally and externally.

•Use each interaction to build relationships between the customers and the Experian brand.

Skills

Technical support, Customer service, Troubleshooting, Active directory, Help desk support, Phones

Top Skills Details

Technical support,Customer service,Troubleshooting,Active directory

Additional Skills & Qualifications

Education & Experience:

•Strong prioritization and planning skills

•Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.

•Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean.

•Ability to remain calm and even keeled with frustrated customers.

•Flexibility to manage unforeseen situations outside of the agent’s control.

•Patience to manage repetitive customer support issues.

•Organizational skills are necessary to prioritize and differentiate important tasks from urgent ones.•Displays outstanding customer service attitude.

•Positive disposition that allows the agent to remain upbeat for the sake of the customer’s overall impression regardless of the situation.

•Builds relationships: engage and establish trust/credibility with key stakeholders across all levels ofthe customer organization.

•Exhibits highly analytical, intensive research and reconciliation skills.

•Bachelor’s degree preferred.

•Minimum of 2 years’ experience in healthcare IT, Support, or SaaS industry

Experience Level

Intermediate Leve

Pay and Benefits

The pay range for this position is $20.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Sep 24, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.