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eService Call Center Service Associate
Ref No.: 18-01477
Location: Newark, New Jersey
Position Type:Contract
Start Date / End Date: 08/29/2018 to 02/27/2019
eService Call Center Service Associate

Position is IT Tech Support Analyst II for eService Helpdesk for support of new Zipari Member Portal

The IT Technical Support Analyst II provides technical support and training to customers. This role acts as an intermediate technical expert in a highly specialized IT service. This position works in a team setting, sharing information and assisting others by providing excellent service to customers through the resolution of basic customer inquiries received via phone, written correspondence, email, and/or Chat.

  • Provide front line IT Support through phone, email, databases and applications using prescribed tools, resources, and procedures.
  • Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.
  • Review computer systems and/or other reference materials to complete verification process.
  • Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
  • Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.
  • Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
  • Document processes and procedures for the knowledge base.
  • Follow up on unresolved issues in a timely manner, escalating call trends to management.
  • Perform basic testing for various internal and external applications, functionality, software, and potential fixes.
  • Identify and escalate technical trends.
  • Deliver an excellent customer service experience while meeting quality and production standards.
  • Perform other relevant tasks as assigned by management.

Core Individual Contributor Competencies

Personal and professional attributes critical to successful performance for Individual Contributors:
  • Customer Focus
  • Accountable
  • Learn
  • Communicate


  • High school degree or equivalent required.
  • Prefers at least an Associate's degree from an accredited college, university or technical school.
  • Requires 1-2 years of related experience in a call center or customer service role within the health insurance industry required.

  • Medical terminology and medical billing coding preferred
  • Requires working knowledge of MS operating systems
  • Requires working knowledge of computer hardware and software
  • Prefers knowledge of health insurance industry environment

Skills and Abilities
  • Bi-lingual in Spanish is a plus
  • Excellent Customer Service skills including the ability to manage and diffuse irate calls
  • Ability to work in a high pressure, fast pace environment
  • Keyboarding proficiency
  • PC proficiency
  • Requires excellent communication skills and ability to write and discuss procedures regarding technical issues
  • Interpersonal skills (i.e. active listening)
  • Strong investigative, analytical, and problem solving skills
  • Requires the ability to interface with all levels of personnel
  • Ability to multitask
  • Ability to work independently and exercise sound judgement
  • Time management skills
  • Flexibility and adaptability
  • Ability to work effectively within a team environment

Requires general availability and may include off hours and some holidays and weekends. The employer may require an employee to pass a test(s) as part of determining whether the applicant meets the minimum qualifications for the job.

For more information please contact Fabio Jimenez at 201-565-0302.

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing  and Government sectors with local offices in Connecticut, Minnesota, Colorado,  Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. 

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.   So at iTech Solutions,  our personnel are all career IT professionals with a wide range of IT experience.  We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects. 

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.