Medical Virtual Assistant with Zendesk Experience

FAST HIRING! MUST BE OKAY WITH MONTHLY SALARY!!

What are the VA's primary responsibilities?
Triage Zendesk tickets to the correct ticket groups
Assist in troubleshooting for quick resolutions
Meet standard performance metrics and SLAs
Assist in the creation and upkeep of Help Center content
Collaborate with other call center professionals to improve customer service
Assist as follow-up support in associated client delivery departments as needed
Other duties as assigned

What would a typical day in this role look like? 
The User Support Specialist will support the User Support & Training department by triaging, escalating, and resolving reported client issues through chat and or telephone conversation. This person will be a subject matter expert on the Atlas platform and Patient Advocacy Operations policies and procedures. This position reports directly to the Senior Director of Client Operations and is an integral component of our Client Success model, as a first line of defense ensuring client satisfaction. The User Support Specialist will exercise professionalism and accountability to meet the needs of patients, clients, and staff in a manner consistent with Atlas Health’s values.

What are the “must-have” skillsets of a successful candidate?
At least 2 years' experience in customer service, customer support, or customer success role required.
At least 1 year customer service experience in or for a healthcare organization
Must be experienced with HIPAA regulations
Proficient computer skills are a necessity
Experience in a technical call center environment strongly preferred
Experience with Zendesk preferred
Must possess and demonstrate excellent communication skills (verbal and written), and be able to effectively communicate with clients at every level
Must possess self-initiative, problem-solving, and collaborative skills
Capable of building productive relationships with teaUpgrade to see actual infombers and stakeholders across the organization

What systems and software would you like the VA to be familiar with?
Zendesk

Will the role be phone-based? Inbound/Outbound?

Email Support, Chat Support , Phone Support (Inbound), Phone Support (Outbound)

What geographic timezone will the VA be working in?
(GMT-05:00) (EST): New York, Toronto, Miami
40 hours/week
Monday through Friday 8am - 5pm

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