The Customer Success Representative primary responsibility is to resolve technology issues for our end users, both internally and externally. This position is the first level technical support for clients, interpreters, and internal team members. Customer Success Representative is responsible for supporting other Operations departments to help meet company goals. The Associate Consultant, Technical Support must maintain expert level knowledge of workforce solution technologies and provide positive working relationships with all internal and external customers.
Job Responsibilities
- Manages product or service issues that customers have with the workforce technology solutions via phone and email within the company’s service level agreement requirements.
- Clarifies the customer’s need, determines the cause of the issue, selects and articulates the best solution, expediting correction or adjustment if needed, and follows up to ensure resolution of issues to the customer’shappinessn.
- Accurately records issues and responses for each customer through ServiceNow technology.
- Maintains customer and department records by updating account information in various systems.
- Sustains third party support agreements by following processes that are in place for specific clients.
- Meets and maintains acceptable performance levels on department and customer-focused key performance indicators (KPI’s).
- Assists with all functions within the department which may include data-entry projects, incoming and outgoing phone calls and emails, researching technology issues and providing resolutions, accurately answering customer questions, and all other tasks as assigned by the department manager.
- Monitors dashboard for tickets assigned to the queue and process as assigned.
- Determines source of errors by reviewing procedures and actions taken by user(s).
- Walks users through performing diagnostic procedures.
Education
- Bachelor’s Degree | Preferred
Minimum Work Experience
- 1+ years of customer service and software application experience.
Key Skills
- Demonstrated ability to coordinate cross-functional work teams towards task completion.
- Strong written and verbal communication skills.
- Ability to understand and train on sophisticated strategies and software features.
- Solid understanding of wireless network access.
- Basic knowledge of IP addressing, DNS, and DHCP.
- ServiceNow required
Our Core Values
Respect ● Passion ● Continuous Improvement ● Trust ● Customer Focus ● Innovation
At AMN Healthcare, our diversity, equity, and inclusion philosophy is grounded in the belief that we should respect all voices, seek different perspectives, and succeed when we act together as a positive force for all of humanity. AMN Healthcare strives to foster a workplace of belonging where all team members can be their authentic selves, where we can apply our collective skills to innovate solutions that empower the future of care. AMN Healthcare is an equal opportunity employer.
Pay Rate
$17.25 – $20.50 Hourly
Final pay rate is dependent on experience, training, education, and location.