Online Support Agent Jobs

• Collaborating with our Payments Team in supporting new product launch requirements.

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.

• Ability to work independently and manage one’s time.

• Previous experience with computer applications, such as Microsoft Word and PowerPoint.

• Obtain and examine all relevant information to assess validity of complaints/issues and to determine possible causes.

• Ability to accurately document and record customer/client information.

Working closely with our internal technical teams to bridge the gap between vendor requirements and platform capabilities.

Detail-oriented with strong organizational skills to manage multiple vendor relationships.

Contributing to the development of support resources such as FAQs and knowledge base articles to empower patients to find solutions independently.

Collaborating with our vendors to understand integration requirements, troubleshoot technical issues, and coordinate solutions for seamless platform functionality.

Problem-solving skills to diagnose and resolve technical issues and suggest appropriate solutions.

Excellent communication skills with a friendly and patient demeanor.

Key Technical Skills, Knowledge, and Qualifications

Meet and exceed bi-annual goals set forth by Customer Care Management.

Assist in creating and updating solutions for our Knowledgebase for training and information purposes.

Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.

A+ certification is required. Additional certifications including Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.

Maintain the highest level of quality by resolving issues with the correct info in a timely manner.

Experience with Profile Management Tool preferred.

Profile management tools: Create and maintain Traveler profiles, process profile update requests form travelers & Agents, research and resolve profile issues.

Prior involvement with project management processes is a plus.

Work with clients and internal teams to identify key business requirements and configure the Online Booking Tool to meet those requirements

Recent, native GDS experience on Sabre is necessary.

Prior experience with Mid-office functionality required.

• Escalate issues to different cross-functional teams, and monitoring escalations for end-to-end case management.

• Excellent verbal and written communication skills, with strong attention to detail.

• Outstanding customer service skills and the ability to build rapport with customers.

• Strong interpersonal skills and the ability to work collaboratively in a team environment.

• Ability to work independently and manage one’s time effectively.

• Previous customer service or call center experience preferred.

• Escalate issues to different cross-functional teams, and monitoring escalations for end-to-end case management.

• Excellent verbal and written communication skills, with strong attention to detail.

• Outstanding customer service skills and the ability to build rapport with customers.

• Strong interpersonal skills and the ability to work collaboratively in a team environment.

• Ability to work independently and manage one’s time effectively.

• Previous customer service or call center experience preferred.

• Escalate issues to different cross-functional teams, and monitoring escalations for end-to-end case management.

• Excellent verbal and written communication skills, with strong attention to detail.

• Outstanding customer service skills and the ability to build rapport with customers.

• Strong interpersonal skills and the ability to work collaboratively in a team environment.

• Ability to work independently and manage one’s time effectively.

• Previous customer service or call center experience preferred.

2+ years of experience in operations, customer support, technical support, or account/partner management

Provide our partners with a delightful, high touch and effective support experience

Operationalize processes to improve partner experience

Help build and maintain a central knowledge base

Experience using Excel and/or basic data & insights tools

Strong written and verbal communication skills

2+ years of experience in operations, customer support, technical support, or account/partner management

Provide our partners with a delightful, high touch and effective support experience

Operationalize processes to improve partner experience

Experience using Excel and/or basic data & insights tools

Strong written and verbal communication skills

Experience in the media industry, support or operations

May receive escalated cases and tasks from customers or management, and must prioritize accordingly

Communicate customer status, concerns, and issues to the Operations Management as needed

Maintain in-depth knowledge of Q2 Solution usage to answer “how to” questions and provide step-by-step instructions to customers

Manage an individual open case queue, while being assigned new cases on a daily basis

Must have at least two years of previous phone technical support experience

Understanding of remote tools and basic networking required

This role offers benefits, including

Interviewing and qualifying members for loans and other products within the requirements of the policies established by the Credit Union.

Maintaining a knowledge of, promoting, and cross selling a variety of Credit Union products and services.

Keeping your manager informed of member needs and desires regarding products, services, suggestions, and/or escalations.

1-2 years of sales or customer service experience.

A Bachelor’s Degree or equivalent experience.