Job Location : Pittsburgh,PA, USA
Support Ticket Triage: Review and prioritize incoming support tickets by filling in key details in Zoho Desk, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team. Ticket volume: daily = 15-25 (ticket could take as little as 5 min+) Internal + external support Account Access Updates: Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making changes related to Broker of Record (BOR) changes user removals. Notification of Account Creation: Welcome new users by sending outreach communications that include training materials and registration information. 98% of communication will be through email but will also be picking up phone to talk to clients Zoho Desk (Help Desk) Monitoring: Monitor open help desk tickets for compliance with Service Level Agreements (SLAs), follow up with teams to ensure timely resolution, and address any tickets that are at risk of breaching SLA standards. Upsell Additions: Update user access and notify external parties when upsell additions occur (e. g., HPT, Quantros, GIC). Hand-Off Calls: Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs and follow up with clients by providing training materials and registration information. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Bachelors degree Zoho desk At least 1 year of client-facing customer support experience Microsoft office, Excel, etc. Healthcare background/terminology experience Great communication & ability to multitask