Serve as the first point of contact for customers seeking technical assistance via phone, or Bold Chat. Answer calls and tickets by providing a high level of technical support to all internal employees, vendors and contractors while keeping exceptional customer service. Document technical inquiry and resolution through Remedy system. Troubleshoot issues with computer systems, including hardware and software, corporate account, e-mails, network, and peripheral equipment problems. Direct/escalate unresolved issues or situations requiring urgent attention to the next level of support personnel such as Tier 2, or other teams that handle security accesses, etc. Responsible for using and participating in Knowledge Management.

Resolved tickets effectively and in a customer-focused manner by testing software applications from a user’s perspective by remotely accessing their computer.Relocated hardware by following defined desk setup guidelines and activating network ports as needed through basic installation and maintenance.Received computers and other devices, reimaged, and made sure software such as the VPN, time tracking systems, and other apps required by the company were working, as well as packaged equipment for redeployment to other offices.Identified broken or damaged equipment and determined whether the items should be repaired or replaced.Organized and managed physical inventory and assessed the quality level of our equipment. Performed liquidation of old, end of life hardware, reset hardware to factory settings and revised any additional software update for future usage.Conducted onboarding for new hires to be familiarized with the hardware, software, and email address they will work with, and explained security guidelines that must be followed for safety measures such as locking their computers and activating their 2-step verification authenticator.Performed offboarding and inventory audits for end of year results.

Assist other Customer Service Representative (CSR) with difficult cases.Ensure delivery of excellent customer service through fast and accurate processing of tickets, communication, and coordinating with other departments to resolve inquiries.Assist management in ensuring performance goals are met.Build and maintain business relationship with clients by providing prompt and accurate service to promote customer loyalty.Mentor or give direction to junior team members and provide training on best practices.Revise work of other CSR for accuracy, proper work methods, and techniques.

Handle and record inbound pharmacy calls from members, and pharmacies to meet departmental, State regulations, NCQA guidelines, and CMS standards.Provide coordination and processing of pharmacy prior authorization requests.Assist with clerical tasks and other day-to-day operations as delegated.Communicate (effectively) plan benefit information, including but not limited to, formulary information, copay amounts, pharmacy location services and prior authorization outcomes.Assist member and providers with initiating oral and written coverage determinations and appeals.Record calls accurately in call tracking system.Maintain specific quality and quantity standards.