Customer Support Analyst II
Description
Customer Support Analyst - Level II Secret Clearance
At Interapt we transform clients and empower humans with technology. Interapt is a world-class technology services company that attracts and develops the best talent while providing an opportunity to those both with IT experience and those without doors are open for all. We are building a thriving, inclusive technology ecosystem in middle-America that invests in people and communities. Our organizational commitment to social responsibility is not an afterthought, it is embedded in our services and everything we do.
Interapt is currently seeking a Customer Support Analyst - with Secret Clearance to join our remote team. We are looking for self-motivated individuals with strong customer service skills searching for growth potential! This could be your chance to join a fast-paced and growing hi-tech company that wants you to excel in your career. Your contribution would be vital to the growth and success of Interapt’s objectives. In this role, you’ll spend your time working with Humana’s Government Business customers via phone and email to develop positive and productive customer relations within Interapt’s BPS division. You’ll handle a variety of tasks including troubleshooting, issue resolution, and on-the-spot education.
In order to maximize quality and value, our team works with a fairly structured and scheduled environment, whether you're working in the call queue or handling cases that are assigned daily. You’ll have the chance to work closely with other team members – while you won’t have all the answers, we’ll make sure you know where to go to get a problem solved!
Responsibilities will include:
● Facilitating problem identification and research, driving resolution, and advocating for customer success
● Assisting customers seeking education and/or issue resolution
● Assessing nature of customer needs and work to resolve issues ranging from basic to moderate complexity
● Referring and escalating to appropriate internal teams as necessary
● Logging and tracking customer interactions using the designated systems
● Demonstrating agility by acting as a flex resource as necessary across multiple contact channels
● Adhering to provided schedules to ensure availability for customer needs and adapts to changes when needed
Requirements
● A minimum of Interim Access Approval (ie Public Security Clearance) to government systems and data required
● A combination of 3 + years of post-secondary education and work experience
● Strong verbal and written communication skills
● Ability to understand and work effectively with technical processes and data
● Be self-directed and able to work autonomously and manage fluctuating priorities.
● Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)
● Ability to work within a 7AM - 7PM Monday through Friday shift
Benefits
- 100% Remote Work
- Training provided
- 1099 contract hourly rate at $22 ph