Digital Customer Support Associate

Geisinger

full-time

Posted on: 2/3/2026

Location Type: Remote

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About the role

Provides telephone, email, and web submission support for the enterprise’s customer facing portals
Receives customer calls and communications in a courteous manner
Documents accurately all inquiries/concerns
Records the details of the incident or request into the call ticketing system, including actions taken
Assesses the impact and urgency of the issue and sets priority according to standards
Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution
Provides support to customer questions in addition to aiding with issues
Determines the correct path for a permanent solution and routes the ticket according to established protocol
Uses approved communication methods to notify customers of scheduled and unscheduled disruptions
Follows support procedures through training guides, knowledge-based articles, and job training
Participates in the creation or update of documentation
Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues
Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol
Follows up on issues that require further research for resolutions in a timely manner
Escalates issues to 2nd tier support, as needed based on issue procedures

Benefits

healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners
atmosphere of collaboration, cooperation and collegiality

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

customer servicecommunicationproblem-solvingdocumentationincident managementprioritizationteam coordinationcalm presencefollow-upescalation

Certifications

High School DiplomaGED