Bilingual User Support Representative

The User Support Representative will provide front line support for the RSVP program by responding to inquiries from users regarding appointment changes, claim related questions, and basic technical issues regarding the Participant Portal via telephone and Secure Message. The User Support Representative will diagnose problems through discussions with users and will resolve straightforward issues and create tickets in the ticketing system for more complex problems. Respond to inquiries ranging from claims questions to first tier technical issues from users via phone and Secure Message. Engage in active listening with callers and confirm or clarify information. The job also includes documenting participant claims inquiries, password resets and logging issues in ticketing system.