May 9, 2016
Back Location : Oakland, CA Description :Provides Level 1 and Level 2 support. Helpdesk needs include phone support, handling minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 supports. Responsibilities include maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications technologies throughout the Firm, to maximize Firm-wide productivity and minimize system downtime. Assists with Helpdesk duties and installs hardware and software.
Additional Job Details:
Responsible for answering customer service queries and escalated issues in accordance with defined and evolving policies and procedures. Uses provided tools to track member interactions and customer issues. Provides email and phone support to escalated issues. Acts as a Rewards subject matter expert for the Tier 1 call center staff.
Major Responsibilities/Essential Functions (The primary job duties this position is responsible for achieving are listed in order of importance.)
Estimated % of Time Spent
Customer Service: At any point in time a member may appeal or question the lack of an activity appearing in their profile on the Health Engagement Platform, or their receipt of a reward. The appeal is made through the Health Works Member Support contact methods: via email to client. Will respond to the request within two business days. Will have access to underlying raw data files of activity completion, in addition to other electronic sources of member information. Where the member’s information can’t be found, the member is invited to provide proof, such as screen shots of electronic records or smart phone pictures of paper documents. Will have access to reports or Rewards and their delivery and can research and replace missing and lost rewards, when approved by management. Updates the Health Engagement Platform to add the activity for the current program based upon the proof provided. 80%
Business and process improvement: Identifies opportunities for business or process improvement; makes associated recommendations as appropriate. Implements approved business and process improvements. 10%
Issues management: Identifies and tracks project issues, resolving issues where possible or escalating to more senior project team members when needed. May identify risks and participate in mitigation activities, including full ownership of approved implementation changes. 10%
Job Description Job Qualifications Minimum Education]
2 year associates degree with 2 years of customer service experience or clerical experience
Preferred Education:
– 5 years of customer service experience, with 2 years of Team Lead or senior tier experience.
Minimum Work Experience and Qualifications:
– Minimum five (2) years of customer service experience or clerical experience.
Basic Qualifications:
– Minimum two (2) years of experience of customer service experience or clerical experience.
Additional Requirements:
– Familiar with Microsoft Office, web browsers, and customer service.
– Must be able to work in a Labor/Management Partnership environment.
Preferred Work Experience and Qualifications:
– 5 years of customer service experience, with 2 years of Team Lead or senior tier experience.
About Company:
ICONMA is a nationwide consulting firm with corporate headquarters in Troy, MI, providing Professional Staffing and Project Based Services and Solutions for Fortune 1000 clients in a broad range of industries. Core Industries served include: Biotech/Pharmaceutical, Cable, Clinical, Consumer Services, Energy, Engineering, Financial Services, Food & Beverage, Government/Defense, Healthcare, Insurance, Logistics, Manufacturing, Media, Mortgage, Oil & Gas, Pharmaceutical, Retail, Scientific, Services, Technology, Telecommunications, Transportation, and Utilities.
ICONMA is a certified Woman-Owned “Woman-Owned Business Enterprise”, certified by Women’s Business Enterprise National Council (WBENC) and National Women Business Owners Corporation (NWBOC).
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner.
We measure success by the results of our customers. As a business partner, we know that world-class service and cost effective solutions are the primary keys to success. ICONMA uses technical expertise and business knowledge to help customers achieve these objectives.
Email : howard@iconma.com
Tele Phone :(732)540-6253
Toll Free : (877)384-2115
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