We are searching for talented, experienced Customer Support Specialists who will provide a superior level of customer assistance and satisfaction to BenefitPoint customers and staff, ensuring that their tasks can be completed using the tools available on the BenefitPoint site (be the responsive, friendly, reassuring "voice of BenefitPoint").

Skills and Knowledge:

Customer, Industry, and Development Lifecycle Knowledge

• Role requires the individual to develop an in-depth and evolving knowledge of the BenefitPoint products; possessing an understanding of the health benefits business processes
• Apply health benefits industry processes to the products to troubleshoot, suggest work-arounds, and communicate with customers using health benefits industry terminology / language
• This position also requires an ability to trouble shoot various levels of a network (public switch, ISPs, LANs, WANs, proxi servers, system configuration, etc.) that comprise the BenefitPoint Aptus platform

Passion for Customers/Customer Focus

• This person will delight customers by anticipating, understanding and excelling at meeting their needs, showing patience and understanding when dealing with frustrated or confused callers
• Acts as an advocate for the customer championing their needs within the organization
• Works aggressively to resolve issues and problems
• Spends time understanding customer requirements and expectations
• Builds and maintains good relationships with customers
• Empathizes with customers and understands their business environment and challenges
• Communicates with the customer on a human level assuring, apologizing, and affirming; using courtesy and professionalism

Technical knowledge

• Demonstrated proficiency with web-based tools, PCs and technology
• Basic knowledge with Windows and MS Office products
• An understanding of computer networking
• Experience with various internet connectivity troubleshooting scenarios

Teamwork, Leadership and Flexibility

• Provides guidance to customers
• Exhibits ability to share knowledge and experience within workgroup
• Accepts accountability for achievement of applicable goals and objectives
• Removes barriers to cooperation and teamwork across organization and customer segments
• Represents all stakeholder interests
• Reinforces behaviors that improve teamwork
• Works effectively with others

Telephone/Email Support

• Act as initial point for customer contact coordinating with account managers and sales directors
• Communicate with callers in a prompt, friendly and professional manner
• Be a responsive, friendly, reassuring "voice of BenefitPoint"
• Check CS voicemail and email in a timely manner, responding within 24 hours
• Route and escalate cases, as appropriate, to other team members/groups for resolution
• Actively listen to customer questions and input to gather ideas for future product enhancements and/or needs for Professional Services

Customer Request Resolution

• Work with clients and BP employees to understand requests and meet expectations, resolve requests in a timely manner
• Analyze requests/problems/bugs, investigate until they are replicate-able and determine severity
• Log detailed case descriptions into BenefitPoint tracking system
• Prioritize and balance incoming client needs against current workload demands
• Escalate tickets/cases as appropriate
• Follow-up with clients to ensure they agree that requests/problems/bugs are resolved
• Capture customer and call-related information
• Initiate customer recovery, as needed
• Act as conduit for customer communication

Knowledge Management

• Develop detailed case resolutions
• Submit new, high value resolutions for review
• Capture external information (e.g., competitive focused) provided by the customer
• Help develop FAQs and other materials for use of customers self education

Documentation and Administration

• Document and track all work performed
• Keep procedures up-to-date
• Help develop and update training materials and other documentation, as requested

General Support

• Document and track all work performed
• Become proficient in client specific Request Creation and Rate Extraction / Comparison processes (i.e., HN/KP RAP)
• Perform ad hoc duties/responsibilities as directed by management within the scope of the Services Team roles