Provider Support Specialist — Escalations & Resolution

Hankey Group; Las Vegas (NV); On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life Insurance

401K matching

Employee Stock Ownership Program

Wellness Program

Metro Reimbursement

Career Path Opportunities

Discounts on cultural activities

Onsite DMV

Job summary

Covered Holdings is hiring for a Provider Support Team member in Las Vegas, NV, on-site to assist applicants and providers with the application and technical inquiries. You will work across departments to resolve escalations, document interactions, and contribute to knowledge base improvements.

The role emphasizes problem-solving, proactive service, and a strong commitment to customer satisfaction within a collaborative team environment. This full-time position includes comprehensive benefits.

Qualifications

• Experience in customer service, technical support, or a related field with a focus on escalation management or issue resolution.
• Strong analytical and critical thinking skills to troubleshoot and resolve customer issues effectively.
• Excellent verbal and written communication skills
• Ability to remain calm and composed under pressure, particularly when dealing with escalated customer situations.
• Strong interpersonal skills and ability to work collaboratively within a team and across departments.
• Familiarity with ticketing systems and customer support practices.
• A results-oriented and proactive mindset with a passion for helping customers succeed.

Responsibilities

• Serve as a point of contact for applicants that require assistance with the application process.
• Serve as a point of contact for merchant’s technical inquiries, provide resolutions and troubleshoot if necessary.
• Serve as a point of escalation for customer inquiries and issues, ensuring that they are addressed promptly and efficiently.
• Investigate and diagnose customer issues by collaborating with external teams, including providers and aggregators.
• Document and track all escalated cases in a shared tracker, maintaining accurate records of interactions and resolutions.
• Analyze trends in customer issues to identify opportunities for process improvements and proactively mitigate future escalations.
• Conduct follow-up communications with customers after issues have been addressed to ensure satisfaction and provide additional assistance if needed.
• Create and maintain knowledge base articles related to common escalated issues and resolutions to enhance team efficiency and customer experience.

Skills

Customer service experience

Escalation management

Analytical thinking

Verbal and written communication

Calm under pressure

Interpersonal skills

Ticketing systems

Proactive mindset

Team collaboration

Tools

Ticketing systems

Job description

Covered Holdings is hiring for a Provider Support Team member in Las Vegas, NV, on-site to assist applicants and providers with the application and technical inquiries. You will work across departments to resolve escalations, document interactions, and contribute to knowledge base improvements.

The role emphasizes problem-solving, proactive service, and a strong commitment to customer satisfaction within a collaborative team environment. This full-time position includes comprehensive benefits.