Remote Escalations & Help Desk Specialist

Sharecare; Madison (WI); Remote; USD 42,000 - 56,000; Full time

Job summary

Sharecare is a digital healthcare company offering software and tech-enabled services to improve care quality and outcomes. The role is remote, full-time, and focused on escalated member concerns within the Customer Service team.

Under supervision, you will research inquiries delivered by phone, chat, email, or fax, provide timely resolutions, and act as a knowledge resource for CSR staff. Strong communication and analytical skills are essential.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College course work is desirable.
• Minimum of 2 years previous call center or customer service experience

Responsibilities

• Handle escalated member concerns while providing Help Desk support for the Customer Service Team.
• Research, respond, and provide resolutions to member inquiries via phone, chat, email, or fax within the required timeframe.
• Provide support for the customer service team through the Help Desk operations.
• Assist CSR team with escalated or technical questions as a resource.
• Keep members updated on steps to resolve unsettled concerns as a reliable point of contact.
• Identify training opportunities with the Manager to improve problem solving and first call resolution.
• Identify trends in escalations and contribute to root-cause analyses.
• Support contract performance by handling inbound/outbound duties and flexible hours.

Skills

Leadership

Customer service

Analytic skills

Technical acumen

Teamwork

Communication

Critical thinking

Attention to detail

Organization

Education

GED/HS diploma

Tools

Word processing

Spreadsheet

Database management

Job description

Sharecare is a digital healthcare company offering software and tech-enabled services to improve care quality and outcomes. The role is remote, full-time, and focused on escalated member concerns within the Customer Service team.

Under supervision, you will research inquiries delivered by phone, chat, email, or fax, provide timely resolutions, and act as a knowledge resource for CSR staff. Strong communication and analytical skills are essential.