Customer Support Representative

Hueman Private Equity Talent Solutions - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Administrative and Support Services

About the position

The Customer Support Representative at Connexure plays a vital role in ensuring client satisfaction and retention within a leading SaaS company focused on the self-funded health insurance industry. This position involves managing client interactions, overseeing service delivery, and collaborating with various teams to enhance user experiences and operational efficiency.

Responsibilities

• Maintain schedules and ensure proper department coverage.
• Prioritize and schedule ticket queue.
• Redirect or escalate issues appropriately.
• Act as a point of escalation for client and administration issues.
• Monitor backlog issue progress to ensure key performance indicators (KPIs) are met.
• Oversee the delivery of custom work (SOWs) on time, on budget with great service.
• Supervise, organize, and execute repairs, delegating work to other technicians.
• Oversee repair quality, productivity, and customer expectations.
• Prepare and maintain presentation slides for customer service updates.
• Collaborate and build relationships with clients, partners, and field sales representatives.
• Participate in cross-functional team projects for new implementation and conversions.

Requirements

• Typically, a relevant degree such as a Bachelor's or Associate's in Technical, Business, Finance, Accounting, Engineering, Computer Science, or a related field.
• Process Improvement experience.
• Excellent problem-solving and analytical skills.
• Client relationship building experience.
• Process-oriented and results-driven.
• Willingness to take the lead on internal projects.
• Familiarity with NPI and Computer Support KPIs.
• Ability to think and act under pressure.
• SQL knowledge.
• Experience working with SAAS clients SSO, whitelisting, and security.
• Understanding of Stop Loss Industry.
• Organized and able to prioritize team requirements.