Job Description
-Handle inbound calls to assist with plan inquiries and technical issues (password reset, logins, mobile app, digital ID cards, etc.).
-Troubleshoot first-level technical problems and escalate complex issues to Tier II Support as needed.
-Educate members on digital self-service features to promote adoption and reduce repeat calls.
-Accurately document all interactions and resolutions within CRM and ticketing systems.
-Identify and report recurring technical trends to improve the member digital experience.
-Collaborate with Digital Innovations (Member Portal/Mobile App Team) and IT teams to support product enhancements and issue prevention.
-Maintain knowledge of plan benefits, systems, and digital tools through ongoing training.
-Pay between $20-35/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-Minimum 3 years in a call center, help desk, or technical support role—healthcare experience preferred.
-Working knowledge of web browsers, mobile apps, and common troubleshooting steps (password resets, connectivity, etc.).
-Excellent communication, active listening, problem-solving, and member-focused service orientation.
-High School Diploma or equivalent required; Associate’s degree in IT, Communications, or related field preferred.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.