Senior Escalations Support Specialist (Remote)

Sharecare; Oklahoma City (OK); Remote; USD 42,000 - 60,000; Full time

Job summary

Sharecare is seeking a Remote, Full-time Customer Service - Escalations specialist to manage escalated member concerns and provide Help Desk support. You will research inquiries via phone, chat, email, or fax, respond with resolutions, and keep members informed throughout the process.

The role emphasizes collaboration with CSR teammates, analytical problem solving, and ongoing training opportunities to improve escalation handling and first-call resolution.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College course work is desirable.

Responsibilities

• Handle escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Research, respond, and provide a resolution to member inquiries submitted via phone, chat, email, or fax within the required timeframe.
• Provide support for the customer service team through the Help Desk operations.
• Serve as a resource and assist CSR team with escalated or technical questions.
• Be a reliable point of contact for members by updating them on steps toward resolution.
• Identify training opportunities with the Customer Service Manager to improve problem solving and first-call resolution.

Skills

Leadership

Analytical skills

Technical acumen

Communication skills

Team collaboration

Customer service

Microsoft Office

Education

GED or High School diploma

Tools

Word processing

Spreadsheet

Database management

Job description

Sharecare is seeking a Remote, Full-time Customer Service - Escalations specialist to manage escalated member concerns and provide Help Desk support. You will research inquiries via phone, chat, email, or fax, respond with resolutions, and keep members informed throughout the process.

The role emphasizes collaboration with CSR teammates, analytical problem solving, and ongoing training opportunities to improve escalation handling and first-call resolution.