Senior Customer Support - Conway, AR (Onsite)

Gainwell Technologies LLC•Montgomery, AL

2d•$27,200 - $38,900•Onsite

About The Position

Gainwell Technologies is hiring a Senior Customer Support professional in Conway, Arkansas, to help clients improve the health and well-being of the members they serve. The role provides customer support by answering client questions, resolving inquiries, updating account histories, and following up to confirm that requests have been resolved. The position also supports service-level agreements and production targets, collaborates with colleagues and clients, cross-trains new team members, and recommends improvements to procedures and workflows. The position is onsite and may involve 0–10% travel.

Requirements

At least 2 years of customer service experience in any industry.
Knowledge of basic help desk software, computer software, and Microsoft Office applications.
Strong problem-solving skills to bring inquiries to effective resolution.
Strong written and oral communication skills to respond to inquiries professionally.
Ability to understand one's role on a team and identify the correct stakeholders to consult when resolving client inquiries.

Responsibilities

Provide knowledgeable responses to basic client questions and elevate more complex cases to appropriate staff.
Resolve client problems, update account history, and follow up to confirm inquiries or requests have been resolved.
Adhere to client service-level agreements and consistently meet production targets.
Collaborate with team members, management, and clients to resolve inquiries.
Cross-train new resources in customer service processes.
Review procedures and workflows and recommend changes to process client inquiries more efficiently and effectively.