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
• 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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