Customer Support Specialist III

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

New Hudson, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />Learn more about your options as an external candidate. <a href="" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions.

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Competitive Total Compensation Package

Overview: Interact with internal and external customers to provide and process information in response to inquiries, concerns and requests about products and services. Respond to requests for IT support, logging problems, generating trouble tickets, diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise. Provide Level 2 support works with vendors on Level 3 support
Responsibilities: <ul><li>Provide first point of contact and day-to-day technical support. Obtain and evaluate all relevant information to handle product and service inquiries. Enter call data into the tracking system. Assist customers with recovery issues. Generate activity and status reports. Provide user access service. </li><li>Research trouble issues which affect multiple customers. Communicate and coordinate with internal departments. Create and/or review checklists and scripts. Work with vendor technical support personnel on solutions for customers. Resolve escalated issues, working with other IT Teams, as needed.. Document problem status and resolution in tracking log. Provide testing support and grants approval.</li><li>Collaborate in the development of service-level objects and take steps to meet/exceed service level targets. Monitor service-level objectives to ensure requirements are met/exceeded. Make recommendations to improve performance and customer satisfaction. Follow up in a timely manner for customer satisfaction.</li><li>Review tracking log to identify recurring problems, or problems affecting a large number of customers. Make recommendations and support implementation for improvements or system enhancements. Develop procedures and controls for service improvements. Recommend solutions to common problems and update frequently asked questions documentation.</li><li>Provide on-the-spot appropriate instructions to customers, as needed. Indentify customer educational needs based on common problems.</li><li>Create, modify and review documentation of issues resolutions. Develop and deliver documentation to ensure appropriate end-user support. Create and update job aids, quick tips or help desk procedures to a knowledge base. Update manuals/guides to incorporate new recommended products.</li><li>Communicate technical information to both technical and non-technical personnel. Coordinate and facilitate meetings with customers and internal teams.</li><li>Develop customer support standards, policies and procedures.</li><li>Mentor less experienced staff in multiple areas of expertise. Facilitate learning sessions with internal teams. Coordinate and facilitate meetings with Level 1, 2 and 3 for knowledge and skill building or issue identification and resolution training.</li><li>Other duties may be assigned. </li></ul>
Requirements: <ul> <li>DEPARTMENTAL PREFERENCES</li> <li>Has working knowledge of the electronic claims and electronic remittance EDI ANSI transactions with the ability to provide analysis, Level 2 support of them and communicate resolution to inquiries</li> <li>Ability to work effectively as part of a team understanding the necessity of attention to detail and ability to process information with high levels of accuracy.</li> <li>Has excellent written and verbal communication skills; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner</li> <li>Experience in documentation including procedures/ training tools and providing OJT</li> <li>Is proficient in Microsoft Office tools EDUCATION AND/OR EXPERIENCE</li> <li>Bachelor's Degree in related field preferred.</li> <li>Five (5) years of relevant technical or business work experience. OTHER SKILLS AND ABILITIES</li> <li>Demonstrated knowledge of complex hardware and software products and problem solving/diagnostic skills Demonstrated understanding of various custom or packaged hardware and software solutions.</li> <li>Written and verbal communication skills interpersonal skills.</li> <li>Ability to gather information on a wide variety of minor to complex customer and service related issues and have diagnostic capabilities to enable them to accurately describe and effectively resolve problems.</li> <li>Ability to work independently, or within a team environment.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul>