Support Ticket Triage: Review and prioritize incoming support tickets by filling in key details in Zoho Desk, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team.
Ticket volume: daily = 15-25 (ticket could take as little as 5 min+)
Internal + external support
Account Access Updates: Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making changes related to Broker of Record (BOR) changes user removals.
Notification of Account Creation: Welcome new users by sending outreach communications that include training materials and registration information.
98% of communication will be through email but will also be picking up phone to talk to clients
Zoho Desk (Help Desk) Monitoring: Monitor open help desk tickets for compliance with Service Level Agreements (SLAs), follow up with teams to ensure timely resolution, and address any tickets that are at risk of breaching SLA standards.
Upsell Additions: Update user access and notify external parties when upsell additions occur (e. g., HPT, Quantros, GIC).
Hand-Off Calls: Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs and follow up with clients by providing training materials and registration information.
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Bachelors degree
Zoho desk
At least 1 year of client-facing customer support experience
Microsoft office, Excel, etc.
Healthcare background/terminology experience
Great communication & ability to multitask