Hybrid Customer Support Representative

About the role

Sedgwick is hiring a Hybrid Customer Support Representative for the Pease - Portsmouth, NH area. This is a hybrid role with at least three days a week in the office and two days remote. After training, possible shifts include 9:00am-5:30pm ET, 9:30am-6pm ET or 10:00am-6:30pm ET, and one late shift (11:00am-8:00pm) per week. Candidates must live in the Pease - Portsmouth area.

Key responsibilities

• Act as a contact point for customers, auditors and customer success, handling inquiries and delivering a consistently positive, professional experience.
• Learn and maintain expert knowledge of BillReview IQ software, staying current with updates and changes.
• Answer customer calls promptly while logged into the phone system during scheduled hours.
• Track, manage and resolve customer issues within defined timelines, with timely follow-up.
• Build and nurture relationships with internal and external users.
• Identify and document software defects or change requests, working with senior team members to log and escalate them through the tracking software.
• Record interactions, troubleshooting steps and resolutions in the CRM system.
• Analyze recurring issues to find root causes and contribute to continuous improvement.
• Travel as required and perform other duties as assigned.

Required profile

• High school diploma or GED required; a bachelor's degree from an accredited college or university is preferred.
• One year of customer service in technical support, helpdesk or a related role, or an equivalent combination of education and experience.
• Clear thinking, good judgment, discretion and the ability to handle stress and multiple priorities.
• Ability to handle work-related travel and use a computer keyboard.

Required skills

• Excellent verbal and written communication and strong interpersonal skills.
• Ability to troubleshoot and support users of software applications.
• Understanding of basic computer functions and guidance of users through technical processes.
• Organizational, time-management and multitasking skills in a fast-paced environment.
• Proficiency with Microsoft Office products and general PC applications.