Help Desk Representative

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🕒 Maio 16

🐎 Kentucky – Remoto

🐎 Kentucky – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

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Senture, LLC

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2003

🤝 B2B

🏢 Corporativo

B2B • Customer Support • Enterprise

A Senture, LLC é uma fornecedora líder de soluções de contact center multicanal e terceirização de processos de negócios (BPO). A empresa faz parcerias com clientes para aprimorar as interações com clientes por meio de insights estratégicos e entrega de serviços eficazes. Com forte ênfase em suporte técnico e satisfação do cliente, a Senture opera nos setores público e privado, aproveitando seus 20 anos de experiência e mais de 4. 000 funcionários para impulsionar o desempenho e superar as metas dos clientes.

Descrição

• Deliver Tier 1 service desk support for various stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies • Assist with account access issues, such as password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT • Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support • Triage inquiries based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups, utilizing skills and knowledge acquired through training • Provide general policy information as supplied by business owners and Tier 2 systems • Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams • Perform other duties and tasks as assigned

🎯 Requisitos

• High School Diploma or GED • Ability to successfully pass a federal background investigation and drug screen • Prior experience as a customer service representative including help desk and ticketing support • Experience with help desk ticketing software such as ServiceNow, SolarWinds, or ZenDesk • Willingness to undergo training for business acumen adoption, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function • Bilingual a plus • Must successfully pass preemployment criteria testing and when applicable, an internet speed test

🏖️ Benefícios

• Health insurance • Paid time off • Remote work options