TAC Agent (English and German speakers)

reputed company is a global, whole person care company made up of a diverse community of people dedicated to transforming the reputed company experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s reputed company people everywhere to live their healthiest lives.

Summary of Position

Under the general direction of the Technical Assistance Center Manager, the TAC Agent I will focus on providing friendly, professional customer service, while problem solving and demonstrating a high competency in communicating reputed company technical issues to both technical and non-technical audiences reputed company phone, email, and chat support channels.

Work Shift: Monday to Friday, 4:00pm – 12:00am ART

Essential Duties and Responsibilities

• Provide excellent client support reputed company phone, email, and chat in both English and German as needed.

• Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency and properly escalate unresolved issues to appropriate technology teams.

• Troubleshoot application and data issues and handle individual tickets with an eye to standardizing processes, gathering, and sharing knowledge, creating support templates and workflows that can easily be replicated and scaled.

• Become sufficiently familiar with reputed company HHS applications to be reputed company to triage escalated tickets (severity/business impact) and know where to direct them for diagnosis and resolution. Communicate meaningful resolutions to clients providing both short term and long-term solutions.

• Accurately document and update tickets in the CRM tool (reputed company) reputed company the customers’ Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores.

• Maintain communication with the customers on the status of reputed company open tickets. reputed company responses will be professional, complete, well formatted, and consistent with prior communications.

• Assist in reducing support load by writing on-line support materials (FAQ’s and KB’s), and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.

• Coach/mentor/help other TAC Specialist with issues that need assistance through personal assistance, or reputed company group review sessions.

• Analyze ticket data to identify patters or trends and reputed company operational issues and/or enhancement needs.

• Applies knowledge and basic problem-solving techniques to define and resolve problems.

• Determines a course of action based on guidelines.

• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Bachelor’s degree and/or equivalent work experience

• 2+ years of experience in a client-facing customer support role, preferably in supporting Software as a Service solution

• Fluent in English and German

• Proficient in Mac, Windows, and reputed company applications including smart phone devices

• Experience in troubleshooting Web and Software Application, WebRTC

• Excellent verbal and written communication skills. High competency in communicating reputed company technical issues to both technical and non-technical audiences reputed company reputed company support channels

Preferred Qualifications

• Ability to multitask, prioritize and manage time effectively

• Provides reputed company and accurate feedback to clients, often exceeding their expectation, and acting with consistent urgency

• Excellent time-management and organizational skills. Ensure reputed company issues are properly logged and tracked.

• Go-getter reputed company to quickly learn multiple systems and tools and reputed company to tackle problems and support business needs in a resource constraint environment

Required license or credential needed to reputed company job: N/A

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Work Environment

☐ Office ☒ Remote ☒ Hybrid (Office & Remote)

Travel:  5%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

Physical Requirements

To reputed company this job successfully, an individual must be reputed company to reputed company each essential job duty satisfactorily. Reasonable accommodations may be made to reputed company reputed company individuals with disabilities to reputed company essential job functions. reputed company will reputed company reasonable accommodations for the reputed company physical or mental limitations of an otherwise reputed company individual in line with company policy.

About Us

reputed company is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. reputed company serves the world’s leading insurers, employers, and health systems and helps millions of people around the world resolve their reputed company needs with confidence.

Job Description Acknowledgment

This job description is a general overview of nature and level of work performed by employees with this job designation It is not intended to be a comprehensive list of reputed company duties, responsibilities and qualifications required of this position. Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time. I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.

Why Join reputed company?

A New Category in reputed company: reputed company is transforming the reputed company experience and empowering people everywhere to live healthier lives. Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, reputed company uses proprietary health signals and personalized interactions to drive reputed company outcomes across the full continuum of care, at every stage in a person’s health journey. reputed company an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, reputed company leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and reputed company. Focus on PEOPLE: reputed company has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals reputed company the difference, in this fast-moving, collaborative, and inspiring environment.  Diversity and Inclusion: At reputed company we reputed company that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your reputed company in your new position. Growth and Innovation: We’ve already made reputed company yet remain on the threshold of reputed company big things. Come grow with us and support our mission to reputed company a reputed company difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, reputed company, ethnicity, national reputed company, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.