Member Support Specialist

When you're the best, we're the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Summary:

In this role, you will provide first-level support for access and identity management while delivering exceptional service to clients through phone, email, and chat. You will troubleshoot issues, research solutions across multiple systems, document interactions accurately, and collaborate with internal teams to ensure timely resolution of client inquiries while maintaining high standards of quality, productivity, and service.

Responsibilities:

• Provide access and identity management support to clients via phone, email, and chat.
• Troubleshoot client issues and deliver timely, accurate resolutions.
• Document client interactions, inquiries, and resolutions within the CRM system.
• Research multiple systems to provide accurate product and service information.
• Coordinate with internal teams and business partners to resolve client issues.
• Follow up on unresolved client inquiries to ensure timely resolution.
• Escalate complex issues to Level II support when appropriate.
• Initiate proactive outreach to identify and address client needs.
• Monitor the resolution process to ensure timely follow-through across departments.
• Maintain productivity, quality, and service standards while delivering an exceptional client experience.

Qualifications:

• Relevant degree preferred.
• 2 or more years of relevant experience required.
• Strong customer service and interpersonal skills with the ability to build effective working relationships.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to prioritize work, manage multiple tasks, and work independently.
• Proficiency with computer applications, CRM systems, and the ability to learn new software quickly.
• Accurate typing and keyboarding skills with strong attention to detail.
• Ability to use active listening and effective questioning techniques to resolve client issues.
• Basic math skills preferred.

Estimated Hiring Range:

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.