live chats, and ticketing system. The role involves effective communication, problem-solving, and a strong commitment to customer satisfaction. Responsibilities: Respond to inbound calls, emails, and chat messages from clients seeking technical assistance.
Log all help desk calls or email requests into Incident Reporting System and update tickets as required by departmental policy. Provide local and remote support with Okta, Windows 10, Office 365, Teams, Citrix, i OS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling. Diagnose and identify technical issues, escalating complex problems to appropriate teams if necessary. Stay informed about
product updates, modern technologies, and industry best practices. Keep peers and end users informed of trends, significant problems, unexpected delays, and anything new in the environment.
Ensure all protocols and service desk processes are compliant with DTS Operations Policies and Procedures as well as company Policies and Procedures. May be required to provide after-hours and weekend support. Requirements 1-2 years or helpdesk or call center experience. Previous experience utilizing Service Desk ticketing systems. Experience resolving multiple tier issues - trouble tickets related to technical difficulties with hardware, software, desktops, laptops, portable devices, and minor
networking issues. Experience with Microsoft Windows operating systems and Office suites.
Experience with OSX and Mac hardware. Capable of connecting printers, scanners, and copiers. Strong written and verbal communication skills - able to relay technical ideas to business or non-technical audiences. Ability to maintain composure, tact, and effectiveness under stressful conditions. Especially when working with Senior Leadership High School Diploma or equivalent certification. Microsoft and/or Comp TIA certifications a plus. Salary Range: $55,800 - $83,700
call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to drive excellent performance from your team that will bring sustainable business growth.
Responsibilities: Possess knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries Serve as a " subject matter expert" in the health care experience that our members navigate daily for the applicable markets or products in scope Oversee team and provide subject
matter expertise in applicable markets or products in scope Monitor and supervise agent performance and behavior Optimize procedures and keep staff motivated Oversee distribution of daily assignments, and ensures agent productivity and queue performance Support quality assurance: live call monitoring, drop-ins, call trends Complete monthly performance reports and 1:1 meetings with agents Draft recommended performance coaching: Performance Improvement Plans, Written Warnings, etc.
Deliver performance coaching with Manager sign off and approval Respond to requests for Supervisor Escalations by phone and CRM Submit official annual performance evaluation on direct reports for approval
and sign off by Manager Track time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business Conduct interviews as assigned by Manager; oversee the onboarding and training process of new hires Prepare performance reports as requested by management Maintain confidentiality and upholds standards for privacy, data integrity and security.
Participate and act in the best interest of Alignment Healthcare USA; represents the company's mission and values Supervisory responsibilities: Directly oversee associate and lead level staff. Carry out supervisory responsibilities in accordance with organization policies and applicable laws.
Train employees Plan, assign, and monitor work Assist in the rewarding and disciplining of assigned employees Address complaints and resolve problems as they pertain to all units as necessary. Required skills and experience: Minimum 3 years' supervisor, lead, related experience and / or training; or equivalent combination of education and experience. High school diploma or general education degree (GED) Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans required Minimum (3) three years' customer service experience required Bi-lingual (English/Spanish) highly preferred Pay range $57,200.00 - $85,700.00 annually
