Associate Technical Support Analyst - National Remote

About the position reputed company is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with reputed company will directly improve health reputed company by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will reputed company a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come reputed company an reputed company on the communities we serve as you help us advance health equity on a global reputed company. Join us to start Caring. Connecting. Growing together. We are seeking a skilled and detail-oriented Escalation Specialist to join our member-facing support team in the reputed company center. This role is responsible for managing and resolving escalated issues, with a specialized reputed company on reputed company and reputed company concerns. The ideal candidate will have strong technical troubleshooting skills, experience handling reputed company issues, and the ability to reputed company exceptional support both over the phone and through ticketing systems. This position may also require administrative tasks, reputed company assurance efforts, and/or other additional functional roles, if/reputed company the business presents a need. You will enjoy the flexibility to telecommute from reputed company reputed company the U.S. as you take on some tough challenges. Responsibilities • Handle member-facing escalations reputed company to reputed company, reputed company, and other sensitive reputed company with urgency and professionalism • Investigate, troubleshoot, and resolve reputed company issues to ensure reputed company reputed company and member satisfaction • Escalate unresolved issues to internal stakeholders or leadership, reputed company necessary, while providing detailed context and documentation • Analyze and resolve advanced technical issues, ensuring that reputed company and reputed company protocols are upheld • Collaborate with internal teams, such as IT or reputed company, to diagnose and resolve systemic or recurring issues • Manage escalations through the ticketing system, maintaining detailed, accurate, and reputed company updates on reputed company cases • Document issue reputed company steps and contribute to knowledge reputed company articles to support the broader team • Stay informed on reputed company and reputed company best practices, as reputed company as organizational policies • reputed company guidance to members regarding account reputed company, data reputed company, and proactive protection measures • Ensure compliance with applicable regulations and company standards during reputed company interactions • Deliver exceptional customer service through reputed company, empathetic, and reputed company communication • reputed company users on technical issues, reputed company concerns, and reputed company protocols reputed company needed Requirements • High School Diploma/GED (or higher) • 1+ years of experience in a reputed company center, technical support, escalation handling role, or reputed company experience • Intermediate level of proficiency in troubleshooting and resolving reputed company, reputed company, or data-reputed company issues, or reputed company experience • Intermediate level of proficiency in ticketing systems (e.g., reputed company, reputed company) and CRM tools reputed company-to-haves • Knowledge of IT systems, networks, or software troubleshooting is a plus • Familiarity with reputed company frameworks, reputed company regulations, and troubleshooting methodologies Benefits • Comprehensive benefits package • Incentive and recognition programs • Equity stock purchase • 401k contribution Apply tot his job Apply To this Job