Provider Support Technician

Description

Reports To: Provider Success Manager

Department: Product & Engineering

Position Status: Hourly Non-Exempt

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.

We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.

Job Summary:

This role provides frontline reactive end user support in a service desk/customer service environment to assist external providers in using our proprietary systems and mobile applications through verbal and electronic communications. The primary focus of this role is to act as an intake for external user’s support requests with a customer centric mindset

What You'll Do:

• Provides triage and subsequent resolution of externally submitted support requests generated within a timely manner in support of all Division’s providers.
• Reviews and approves compliance documentation submitted by providers while providing actionable feedback to denied documents.
• Answers Provider Support Service Desk telephone calls and logs incidents into ticketing system for further escalation as needed.
• Monitors, tracks and follows-up on Provider Support service requests, working with other support staff to ensure timely responses and resolutions.
• Demonstrates strong problem-solving skills to diagnose provider questions, concerns, and problems and find the fastest way of resolving the problems while training for future issues.
• Establishes priorities and refers unresolved issues to appropriate escalation points.
• Meeting and exceeding service support KPIs set by management.

What You Need:

• High School Diploma or GED; Bachelor’s Degree preferred.
• 2+ years technical customer service experience preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Demonstrated ability to follow flowcharted process.
• Ability to explain technical issues to technical and nontechnical customers.
• Demonstrated ability in relation to customer service technology and systems.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.

What You'll Get:

At DMG, you’ll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.

Some of our many benefits include:

• Health, dental and vision coverage on day 1.
• Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.
• Paid Primary and Secondary Caregiver leave.
• Employee Assistance Program to assist with everyday challenges.
• Paid time off to volunteer.