Log and classify all calls and requests for assistance in the call tracking database.
Respond to customers’ inquiries relating to technical issues with software, internet
browsers, product guidance (Property Tax / Sales Use Tax), new user account creation,
database creation, and adding users to system databases.
Track inquiry resolution progress and where appropriate proactively call customers with
a status update or resolution.
Follow the appropriate procedures to respond to issues, resolving as many queries as
possible on the first call.
Assists Healthcare providers and members for Claims and Eligibility & Benefits queries.
Provides Claims status, escalates claims that are on hold & needs to be reviewed.
Maintained weekly quota for number of calls, follows quality standards at all times.
Assigned as one of the checkers for escalations.
Resetting EU password and unlocking their account via the Active Directory.
Provided base level IT support to non-technical personnel within the business.
Used ticketing systems to manage and process actions taken. (ServiceNow)
Resolved EU issues in a clear, courteous and straightforward manner.
Provided on-call support for critical issues.
Include initial assessment, triage, research and resolution of basic i----------- and
requests regarding the use of application software products and/or infrastructure
components.
Used BOMGAR as a remote tool to access EU computer for troubleshooting.
