Client Care Advisor L2

You Belong at Greenway Bring your best and truest self. We celebrate what makes us different and what brings us all tog... See this and similar jobs on Glassdoor The Client Care Advisor Level 2 interacts with customers regularly in order to provide technical support for application software over the phone, by email and, through live chat, using creative problem solving to provide product support and help customers through complex issues. They manage their progress toward results and document customer communication throughout the "life-cycle" of a reported issue, supporting a fast-paced, metrics-driven customer contact center. Essential Duties & Responsibilities Acts as liaison between Greenway's non-customer facing teams and clients, providing periodic updates and support as required Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner Demonstrates advanced understanding of internal systems and is proficient in their use Establishes solid working relationships with customers (internal and external) Demonstrates basic understanding of operations metrics and purpose Demonstrates advanced understanding of company mission and Greenway Health products Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases Completes all required training and demonstrates skills in areas to include Product, Systems and Customer Service (including professional interactions) Escalates unresolved customer cases as needed (L2, L3 other internal) Provides input for L3 item prioritization Utilizes Knowledge Base in researching issues, and contributes new KB content as needed Reviews and approves knowledge base articles Assists in training of co-workers and acts as mentors to Level 1 associates when appropriate Participates in Teams channels based on assigned subject groupings Participates in UAT, ORT, EAP programs directed Acts as phone or chat queue backups for L1 as directed Manages and directs escalations from L1 Complies with schedule and attendance policy

You Belong at Greenway Bring your best and truest self. We celebrate what makes us different and what brings us all tog... See this and similar jobs on Glassdoor