Call Center Analyst for American Well

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Call Center Analyst for American Well in Boston, MA

Some responsibilities include:

• Resolves technical problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

• Logs all support-related issues while maintaining detailed and accurate records

• Fulfills internal and external requests by clarifying policies and standard operating procedures

• Generates and uphold exceptional customer relations

• Monitors and support the company’s production systems and applications

• Assists in monitoring intra-day staffing levels

• Generate reports and analysis to produce requested metrics

• Manages real-time inbound call traffic to help ensure that service levels are met

• Supports the preparation of ad hoc analysis that enables strong understanding of the business

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