<strong>Summary<br><br></strong>As a <strong>Senior Assistant, Customer Support</strong> at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.<br><br><strong>Your role in our mission<br><br></strong>This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.<br><br><ul><li>Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed</li><li>Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved</li><li>Adhere to the client’s SLAs and consistently meet production targets</li><li>Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes</li><li>Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow<br><br></li></ul><strong>What We're Looking For<br><br></strong><ul><li>2 or more years of customer service experience in any industry, with strong written and oral communication skills</li><li>Proficiency with basic help desk tools, computer software, and Microsoft Office applications</li><li>Strong problem-solving skills and the ability to identify and engage appropriate stakeholders to resolve client inquiries</li><li>Payment processing experience strongly preferred</li><li>Bilingual in Spanish preferred, but not required<br><br></li></ul><strong>What You Should Expect In This Role<br><br></strong><ul><li>Remote US opportunity. </li><li>Reliable high-speed internet connection required (minimum 24 Mbps download / 8 Mbps upload). </li><li>Office presence may occasionally be required if directed. </li><li>8-hour shift between 8:00 a.m. and 5:00 p.m. CST, Monday through Friday. </li><li>A fast-paced, evolving work environment with opportunities to learn and grow</li></ul>
