This position requires competency in giving directions, responding to questions and walking callers through troubleshooting basic technical issues. Callers contact the Service Desk for support in the following areas including but not limited to:

• Registration for the Telephonic Timesheet System and/or Web portal.
• Assistance with password resets.
• Instruction and troubleshooting guidance through timesheet submission.
• Technical troubleshooting on desktop, laptop, tablet and mobile devices.
• Claims submissions and status.
• Direct Deposit Setup, Change, Cancellation instructions and status.
• Garnishment Status.
• General questions regarding timesheets, payment information, claims or how to use the systems.

Service Desk agents must be proficient with various tools and technology including and not limited to:

• Checking email through Outlook.
• Toggling between multiple systems in Windows.
• Follow instructions to troubleshoot basic technical issues in Windows.
• Utilizing three different monitors simultaneously.
• Multitasking throughout the day in using the computer while speaking with callers on the phone..

Other responsibilities include:

• Must maintain a positive image to callers and focus all actions toward customer service and satisfaction.
• Adhere to State provided phone scripts.
• Answers questions consistent with program policy and training guidelines.
• Protect all aspects of client information by maintaining confidentiality of customer interactions consistent with program privacy and confidentiality rules.
• Follows all guidelines in compliance with security and privacy standards, inclusive of, but not limited to PHI and HIPAA standards.
• Able to adapt to regular changes in information and or directions.
• Ability to comprehend and interpret processes and procedures.
• Must be a team player.

Job Types: Full-time, Contract

Pay: $18.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• No nights

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Call center
• In-person
• Office

Experience:

• inbound call center: 1 year (Required)

Language:

• Spanish, Armenian, or Mandarin (Required)

Work Location: In person