Under the general direction of the Technical Assistance Center Manager, the TAC Agent I will focus on providing friendly, professional customer service, while problem solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat support channels.

Essential Duties and Responsibilities

• Work shifts: Afternoon / Night

• Provide excellent client support via phone, email, and chat.

• Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency and properly escalate unresolved issues to appropriate technology teams.

• Troubleshoot application and data issues and handle individual tickets with an eye to standardizing processes, gathering, and sharing knowledge, creating support templates and workflows that can easily be replicated and scaled.

• Become sufficiently familiar with Teladoc Health HHS applications to be able to triage escalated tickets (severity/business impact) and know where to direct them for diagnosis and resolution. Communicate meaningful resolutions to clients providing both short term and long-term solutions.

• Accurately document and update tickets in the CRM tool (Salesforce) within the customers’ Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores.

• Maintain communication with the customers on the status of all open tickets. All responses will be professional, complete, well formatted, and consistent with prior communications.

• Assist in reducing support load by writing on-line support materials (FAQ's and KB's), and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.

• Coach/mentor/help other TAC Specialist with issues that need assistance through personal assistance, or via group review sessions.

• Analyze ticket data to identify patters or trends and pinpoint operational issues and/or enhancement needs.

• Applies knowledge and basic problem-solving techniques to define and resolve problems.

• Determines a course of action based on guidelines.

• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Bachelor’s degree with applicable major or equivalent demonstrated through a combination of the following: work experience, training, military experience, and/or education.

• 2+ years of experience in a client-facing customer support role, preferably in supporting Software as a Service solution

• Proficient in Mac, Windows, and Google applications including smart phone devices

• Experience in troubleshooting Web and Software Application, WebRTC

• Excellent verbal and written communication skills. High competency in communicating complex technical issues to both technical and non-technical audiences via all support channels

• Ability to multitask, prioritize and manage time effectively

• Passion for helping people

• Provides prompt and accurate feedback to clients, often exceeding their expectation, and acting with consistent urgency

• Excellent time-management and organizational skills. Ensure all issues are properly logged and tracked.

• Go-getter able to quickly learn multiple systems and tools and able to tackle problems and support business needs in a resource constraint environment.

#LI-Remote

#LI-FU1