Overview:
This candidate will join the digital support team in their IT support group in the call center. An average day for this candidate will be to log into phone que- primary individuals for taking troubleshooting or user issue related phone calls. On a day to day basis cases will come from both the que and the imbox, both responsibility of the candidate. The lower level technical support team members- or often new team members, utilize the level 1 knowledge based system theyve been building- This system has solution oriented examples within the database to assist the team with solutions.
Position Duties and Responsibilities:
· Provide world-class support, in cooperation with our partners, using our end-to-end tech stack and processes, ensuring that customer needs are addressed;
· Have the ability to coordinate/participate in numerous tasks/projects in a fast-paced environment in an organized manner while meeting deadlines;
· Facilitate feedback from customers to Marketing, Sales, Product Management and Customer Success to ensure continuous customer driven product improvements;
· Ensure high level of quality of the Radiology Digital Solutions Platform, through continuous testing and focus on data quality;
· Handle customer requests and complaints; technical, clinical, and workflow, in a prompt and effective manner for Bayers digital offerings;
· Respond in a highly professional manner to incoming calls, emails, and other requests in a timely fashion;
· Using an internal Knowledge Management system, identify and troubleshoot issues with the goal of increasing customer satisfaction;
· Assist product development and sustaining teams in preparation of technical documents and creating support process documentation;
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.