Position Summary:
As a Panel Help Desk Associate at TriVoca Health, you will provide exceptional customer service to respondents through inbound/outbound calls and emails, aiming to drive respondent satisfaction and retention.
- This position is open only to candidates who are currently authorized to work in Nicaragua or India.
Key Job Responsibilities:
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Manage high volumes of inbound/outbound calls and emails while providing high-quality support to respondents while documenting all outreach
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Intake, triage, investigate, and respond to inquiries directed to help desk, maintaining our company’s reputation for high-quality service
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Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible
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Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required time frame per highest quality standards
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Work with internal teams to troubleshoot issues that impact respondent experiences
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Escalate complex issues appropriately and follow up to ensure timely resolution through outbound calls
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Learn and stay up to date on our technologies and procedures-tech savvy
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Maintain customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality discipline targets within stipulated timelines
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Multi-tasking across channels and panels
Core Competencies:
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Proven customer service experience in inbound/outbound process
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Exceptional phone etiquette skills – excellent verbal and written communication skills in order to deliver quality service and make a difference in the respondent’s experience
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Ability to think outside of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties.
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Ability to multitask and work under high pressure while maintaining on call accuracy
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Proficient in Microsoft Office including Word and Excel
Qualifications:
Education:
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High School Diploma or equivalent
Experience:
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Experience in customer service and calling profile must
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Experience with customer service ticketing software a plus
Location: Remote in Nicaragua or India
