Job title: helpdesk ii - support agent
Location: remote
Reports to: ascend help desk manager
Department/team: call center operations
Flsa: __exempt x hourly
InnovateGrowBloom.
The healthcare insurance industry is growing faster than any other insurance sector in the united statesIf you’re looking for a challenging career with a growing company where you can make a difference, earn a great salary, and be recognized for your forward thinking, then you’ve found it at bloom.
Who is bloom?
We are the insurance industry`s trusted growth partner! we are industry visionariesBloom is an insurance services company licensed in 48 contiguous u.sStatesDriven by our deep insurance sales experience, we primarily focus on enabling health plans to increase membership and improve the enrollee experience while reducing costsWe also seek to constantly innovate through people-centered products and servicesWe concentrate on two areas of service: technology services and call center servicesWe are committed to ensuring our state-of-the-art software products and services provide greater efficiency and cost savings to clientsOur call center services feature highly specialized, experienced and dedicated telephonic sales agentsThis is what we do at bloom and you can be part of it.
Technology
We provide advanced sales and enrollment automation software to the insurance industry through our ascend™ technology platformBloom’s ascend™ technology platform focuses on sales automation efficiencies and optimizing the member experience from the first moment a prospect considers a health plan membership.
Our culture
We pride ourselves on being an awesome place to workOur office environment is fun and casual, we want our team to enjoy the space in which they workYou’ll get to know your fellow employees at our fun events and team lunchesOur community engagement events offer opportunities to give back to the community through volunteering and other activities.
Purpose and objective
Provides tier i phone support for internal bloom agents, and at times tier 1 support for ascend users.
Essential functions (primary)
Function as first point of contact for end users
Respond to support requests via telephone
Perform remote troubleshooting through diagnostic techniques and relevant questioning
Ensure optimum customer experience and satisfaction
Follow-up and update status/information on open requests
Review end-user documentation for accuracy and usability
Adhere to shift schedule and other departmental and company policies
Document reported issues
Direct unresolved support requests to the next level of support
Follow up on ongoing issues in a timely manner
Additional functions (secondary)
Create end user documentation when gaps are identified
Assist with testing out changes to internal applications
Contribute to confluence
Test new features and resolved bugs in ascend components
Work with programming staff on development and maintenance of ascend test suite
Test other bloom products as time allows and as necessary
Work with project managers to develop documentation of new features for end users
Minimum requirements
The following are required to perform the essential functions of the job:
Education/experience
High school diploma or associates degree (preferred)
Prior customer service experience is preferred
Proficient with computers and technology
Skills/knowledge
Willingness to learn new things
Patience & positivity
A great attitude
Willingness to ask for help when needed
Excellent communication skills, verbal and written
Pleasant phone voice and proper grammar
Keen attention to detail
Strong customer service orientation
Candidates who cannot perform some of all of these duties because of disabilities will nevertheless receive full consideration for the job based on their ability to perform essential functions
Physical demands
While performing the duties of this job, the employee may be required to sit for long periods of time, talk and hearThe employee frequently is required to use hands to finger, handle, or feelThe employee is occasionally required to stand, walk, and reach with hands and arms.
Work environment
This job operates in a professional office environment and/or may work from homeThis role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machinesThe noise level in the work environment is usually moderate.
