Technical Client Services Representative - Experian Health

at  EXPERIAN

COMPANY DESCRIPTION

At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

Our mission is to use data driven insights to simplify healthcare for all. Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare. Our ONE Experian Health culture is the centerpiece of making this happen. Our aspiration is to bring people together who are driven by purpose and want to make a difference. We strive to have a diverse group of people and minds who are:

• OPEN: Have a growth mindset and collaborate often with others to make things happen
• NIMBLE: Always embracing change and pushing the envelope on innovative ways to solve problems
• EFFECTIVE: Accountable to themselves and to others

JOB DESCRIPTION

The Technical Client Services Representative will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.

QUALIFICATIONS

• Bachelor’s degree (preferred).
• Minimum of 2 years’ experience in customer support/technical support and/or healthcare IT industry (Preferred).
• Strong prioritization and planning skills.
• Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.
• Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean.
• Ability to remain calm and even keeled with frustrated customer.
• Flexibility to manage unforeseen situations outside of the agent’s control.
• Patience to handle repetitive customer support issues.
• Organization skills necessary to prioritize and differentiate important tasks from urgent ones.
• Displays outstanding customer service attitude.
• Positive disposition that allow the agent to remain upbeat for the sake of the customer’s overall impression regardless of the situation.
• Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization.
• Exhibits highly analytical, intensive research and reconciliation skills

RESPONSIBILITIES:

• Troubleshoot product and technical issues.
• Determine severity and scope analysis of issues, inquiries and requests.
• Communicate effectively with clients via telephone or email.
• Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce.
• Manage customer and user configurations.
• Educate and empower customers to maximize utilization of products, tools and services.
• Maintain proficient knowledge of all product and service changes.
• Monitor system status.
• Initiate proactive customer communications.
• Escalate complex issues to technical and product resources with the appropriate information to resolve the customer’s inquiry.
• Document solutions and can be reused internally and externally.
• Use each interaction to build relationships between the customers and the Experian brand.

Our mission is to use data driven insights to simplify healthcare for all. Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare. Our ONE Experian Health culture is the centerpiece of making this happen. Our aspiration is to bring people together who are driven by purpose and want to make a difference. We strive to have a diverse group of people and minds who are:

• OPEN: Have a growth mindset and collaborate often with others to make things happen
• NIMBLE: Always embracing change and pushing the envelope on innovative ways to solve problems
• EFFECTIVE: Accountable to themselves and to other