Senior Customer Support Representative Details

Senior Customer Support Representative

Plansource - Orlando, FL

Employment Type : Full-Time

Summary: PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City and Charleston. We are currently looking for a Senior Customer Support Representative to provide support to brokers and employers utilizing the PlanSource Platform. In this role, you will work closely with the Tier 2 and Senior Customer Support Representatives to ensure that client expectations are continually met or exceeded. This position will function as part of the Customer Support Services Team responsible for all help desk services.
About the Senior Customer Support Representative Position As a Senior Customer Support Representative, you will provide help desk support to PlanSource Clients including:

• Respond to client phone calls and emails regarding system-related questions
• Utilize tools such as GoTo Meeting to assist clients with system issues
• Engage and coordinate with other PlanSource teams and departments to ensure client issue resolution
• Read all release notes and technical updates to stay familiar with all system functionality
• Comply with general and Client specific Service Level Agreements (SLAs)
• Documentation of client activity (phone calls, emails) via client relationship management tracking software
• Facilitate client issue/inquiry resolution by working with 3rd parties and health insurance carrier contacts
• Escalate items that are not resolved in accordance with SLA’s to Tier 2 level colleagues or Team Lead
• Log tickets in designated system for technical support on reported issues
• Assist other departments when work load requires, as may be directed by Management
• Complete job-related training courses and/or seminars, as may be required for the job and/or assigned by Manager.
• Other duties as may be deemed necessary by Management

About You: As the Senior Customer Support Representative you will bring a strong technical aptitude, a strong customer orientation and excellent problem solving skills.
Additionally, you will have:

• High School Diploma, college degree or job experience equivalency
• 1-3 years in a related field
• Creative and professional verbal and written communication skills
• Must demonstrate above-average initiative, self-reliance and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set priorities of the work functions assigned
• Strong keyboarding skills
• Familiar with Microsoft Office
• Ability to be an effective team member
• Must be able to work outside of normal work hours

What We Offer:

• Great compensation package, including a full suite of benefits.
• The chance to work for a fast-growing, established tech company, and work side-by-side with a dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

Top five reasons to come to PlanSource:

#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world with “intraportfolio” career advancement opportunities and have structures in place to leverage shared learnings from across the ecosystem.

#4: PlanSource has the right product. Show off our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, a work hard and play hard environment, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions and also filling open positions within the company.

#1: PlanSource is the right company and we are on a roll. Be part of a winning team in a high-growth technology company that is well funded and values its employees and their families – Thousands of employers and millions of consumers use the PlanSource Platform for benefits shopping, enrollment, billing and ongoing administration.