About the Role
Title: End User Contact Center Agent
Location: Colorado United States
Job Description:
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
End User Contact Center Agent
Responsibilities
- Provide informal guidance and support to more junior team members.
- Serving as point of contact for day-to-day end user support operations activities encompassed in the Contract (Medicaid Enterprise Data Warehouse).
- Ascertains the nature of the transaction/call and assesses whether it can be handled in place or further follow-up is required, in order to provide end user with appropriate resolution.
- Executes routine inbound and outbound call center activities concerning the business products/services, using established guidelines and under supervision, to meet Service Level of Agreements (SLAs).
- Provides user with appropriate customized information requested
- Derives all necessary information from user to update database
- Escalates issues to senior levels as needed, based on purpose if user contact
- Responsible for the end-to-end resolution of the user requests and issues which might include the inbound transaction, follow-up calls and final closure statement.
- Assisting in development of operational policies and procedures to ensure timely and accurate reporting deliverables.
Qualifications
- High School or equivalent degree; some college preferred
- Experience working in end user technical support.
- Proficiency with Microsoft Office Suite preferred
- Have experience in public sector healthcare, Medicaid and/or CHIP, PHI desired.