Senior Help Desk & Member Support Lead

Sharecare Operating Company, Inc.; Little Rock (AR); On-site; USD 32,000 - 42,000; Full time

Job summary

Sharecare is seeking a on-site Customer Service/Help Desk professional in Little Rock, AR to handle escalated member concerns and support the Customer Service team. The role involves responding to inquiries via phone, chat, email, or fax and providing timely resolutions.

Qualified candidates will have at least 2 years of call center or customer service experience, with strong communication and analytical skills, and be local to Little Rock.

Qualifications

• GED or HS diploma with medical knowledge or secretarial training.
• Minimum 2 years of call center or customer service experience.
• Local to Little Rock, AR.

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service Team.
• Respond to member inquiries via phone, chat, email, or fax and provide timely resolutions.
• Support the Customer Service team and operate the Help Desk.
• Serve as a resource for CSR queries on escalated or technical issues.
• Keep members updated on steps to resolve unsettled concerns.
• Identify training opportunities with the Customer Service Manager to improve problem solving and first-call resolution.
• Analyze escalations to identify trends and root causes.
• Support contract performance guarantees; handle inbound calls and assist with outbound campaigns.
• Demonstrate flexibility with hours and shifts.

Skills

Customer service

Help desk

Communication

Analytical skills

Teamwork

Education

GED or High School diploma

College coursework desirable

Tools

MS Office

Job description

Sharecare is seeking a on-site Customer Service/Help Desk professional in Little Rock, AR to handle escalated member concerns and support the Customer Service team. The role involves responding to inquiries via phone, chat, email, or fax and providing timely resolutions.

Qualified candidates will have at least 2 years of call center or customer service experience, with strong communication and analytical skills, and be local to Little Rock.