Client Services Technical Support Specialist I (Remote)

Job Description:

As a Client Services Technical Support Specialist (CSTSS), you will often be the first point of contact for our Call Center and will play a critical role in the success of our customers. Daily, you drive customer loyalty to our company by educating users on the features and benefits of our products and resolving their issues in a timely and effective manner. This is one of the most important brand ambassador roles in Availity. Few other roles in our company touch so many customers in such a direct way. By delighting customers with an exceptional support experience, you not only help retain their business with Availity, but also potentially bring in new customers through their positive referrals.

To be successful in this role you must be a strong communicator, have great active listening and customer service skills, and have no trouble asking probing questions and researching an issue in-depth to solve a problem. Those most successful in this role are motivated self-starters who are comfortable in a dynamic, fast-paced, high call volume environment (yes, you will be on the phones all day), and consistently improve over time through coaching, proactive learning, and development planning.

All CSTSS go through an extensive training program that provides the foundational knowledge necessary to resolve customer issues. The issues you’ll encounter will vary in complexity – from simple administrative tasks to more technical healthcare questions. The ultimate goal is to resolve the customer’s inquiry while providing excellent service.

Because of their unique skill set, which marries technical product knowledge with the customer experience, our CSTSS are sought after for promotional opportunities throughout the company after spending a year in the role. At Availity, you can have a career, not just a job. So, if you’re looking for a positive work environment and the opportunity to propel your career, come join us!

This position is available as an on-site or remote opportunity.

The pay for our Client Services Technical Support Specialist position is $18 hourly.

Sponsorship, in any form, is not available for this position.

Why you want to work on this team:

• YOU WILL HAVE PROMOTIONAL OPPORTUNITY! During your first year, your supervisor will work with you to develop your career path. Prior Client Service Technical Support Specialists have moved into Quality Assurance Analyst, Software Development, Account Management, Product Focused and Business Analyst roles, just to name a few.
• We promoted 40+ Client Service associates in 2024!
• Hear from our Availity Client Services (ACS) Alumni who have advanced onto other Availity teams with great success stories of growth and longevity: https://www.youtube.com/watch?v=LMTFXAolhJE, https://www.youtube.com/watch?v=tC1iFgl2ohk, https://www.youtube.com/watch?v=lyvET4id7As
• Do you like working on a team? The Client Services team is one of the tightest in the company.
• You will learn about the Healthcare Technology Industry and better position yourself for success in the future!

To be qualified for this position, you:

• Must have good internet speeds and be hard wired to ethernet, if working remotely. Please run a speed test on your home computer here for free: https://speed.cloudflare.com/ and ensure the upload speeds are no less than 10/Mbps and download speeds are no less than 20/Mbps. If you are local to Jacksonville, FL you will have the option to work from the office if your internet speeds aren't up to par!
• Have obtained a High School degree or equivalent
• Must have excellent communication skills - both written and verbal.
• Have prior healthcare experience (with focus on the payer or administrative side), IT experience (preferably in a Data Analyst capacity), or prior call center experience in a fast-paced environment.
• Must be technically savvy, change ready, and able to adapt in our fast-paced environment.
• Can manage multiple programs/tools while supporting our customers.
• Need to be customer service focused, our customers are very important to us, and we need to show them how much we appreciate them daily.
• Have a typing proficiency of 45+ words per minute.
• Maintain the ability and desire to learn new tools and processes as we are always striving to give the best support to our customers.
• Have working knowledge of Microsoft Office products and basic computer literacy.
• Consistently show commitment to your previous roles, maintaining long-term engagements with each employer; your history of steady employment is a valuable asset, showcasing your reliability, loyalty, and the ability to contribute meaningfully to the success of organizations.

You will set yourself apart:

• Do you have a Bachelor’s Degree? We’d love to talk to you if you have a communication or technology degree.
• If you know EDI and/or ANSI 5010 X12.
• Have prior Salesforce experience? Apply now!
• Are you bi-lingual? We are very interested in “hablando contigo”.

You will be:

• Working between 8AM and 8PM eastern standard time Monday-Friday. You need to be flexible in work shifts.
• Troubleshooting customer issues by putting your problem-solving skills to the test. The calls you will receive range from login help to troubleshooting failed X12 transactions.
• Speaking on the phone…A LOT; you can expect to take anywhere between 25-50 calls a day.
• Documenting the customer interaction using our CRM, Salesforce, for every single call you take daily.
• Submitting tickets on behalf of the caller, password resets, unlocking accounts, navigating the Availity portal, troubleshooting X12 transactions, and explaining the services that Availity provides.
• Researching issues on the Availity portal, tracking research on known issues, and following up with customers to provide resolution.

Availity culture and benefits:

• Availity is a certified “Great Place to Work”! Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams, a Young Professionals Group, a She Can Code IT group for women in tech, and various ways to engage with fellow Availity associates.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• Don’t feel like wearing business attire? Cool, you can wear jeans – we are a casual place.
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You’re at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter Resume Review
• Recruiter Video Interview
• ETC Assessment
• Supervisor Video Interview
• Professional Reference Checks

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.