Customer Support

• Own and manage a unique scope of the UxS customer base
• First point of contact with the ability to field numerous complex issues and communicate internally for timely resolution
• Field customer inquiries technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved
• Provide initial technical product support to customers via inbound calls, email, chat, etc.
• Handle inquiries and troubleshoot basic technical product-related issues in close collaboration with Engineering, Manufacturing, Business Development, Pricing and Operations
• Gather information to identify and assess nature of problem
• Record incidents in a case management tracking system to maintain log of product issues for escalation and product development teams
• Typically refer to transcript or established process in training manuals and guides to recommend solutions
• Escalate complex issues to higher-level technical product support specialists or management
• Account management and ownership mindset to attend to a rapidly growing customer base
• Responsible for improving the customers’ experience with HII Products and Services

Customer Experience Specialist 3

Customer Experience Account Delivery Manager

Healthcare Customer Service Representative

Retail Loss Prevention Associate II

Financial Support Specialist

Customer Service Support Representative – Client Billing