Plan Advocate Support I

• Resolves customer issues within the defined time frame by engaging the appropriate research tool, SME or vendor. Resolution will meet or exceed SLAs (Service Level Agreements) to obtain or exceed KPI (Key Performance Indicator).
• Performs all basic research steps as defined in the Basic Research Process.
• Acts as a liaison through the ticket lifecycle, ensuring that the ticket has the appropriate proactive attention from receipt to resolution unless the ownership has a warm handoff to another team member who will continue the resolution process.
• Communicates with customer to ensure proper specifications are researched by customers including appropriate examples to assist with support of the issue are included in the ticket, validation of the information is completed, and uses the NCSC Nshare Repository to help identify any additional research information.
• Follows up on daily statuses with technical support for each ticket and guarantees the ticket is fully documented with the information that technical provided.
• Follows all established process, procedures, and guidelines.
• Provide meaningful ongoing statuses to the customers for all issues, through proper communication channels, ie phone or email.
• Manages resources and tickets accurately and proactively as required by KPI (Key Performance Indicators), SLA (Service Level Agreements) and as stated in the Quality Guidelines, through use of quality time management skills.
• Work and close call tickets with completed, detailed information associated with the issue and which follows the Quality Guidelines.
• Under supervision of the Team Lead, maintains ownership and follows guidelines in accordance with the Severity process as defined in the NCSC Standard Operating Procedures Manual to guarantee the proper attention is given to tickets or calls with high priority and the issue is followed until closed with a sense of urgency.
• Follows severity 1 and 2 workflow with a sense of urgency and uses good judgement in the event of a high priority call or outage.
• Assist in providing coverage for Production Support issues and follow the rotation schedule as needed.
• Acts as a liaison through the ticket lifecycle, ensuring that the ticket has the appropriate proactive attention from receipt to resolution unless the ownership has a warm handoff to another team member who will continue the resolution process.
• Achieves a minimum score for both YTD individual and team customer satisfaction scores and as reflected by Annual Customer Survey.
• Creates AE report that contains meaningful information and is distributed on the time each day.
• Updates and maintains standard operating processes and documents that contribute to the overall effectiveness of the NCSC.

• General knowledge on NASCO's BlueCard, Claims, Membership and E-business product offerings.
• General knowledge of NASCO service offerings such as the Business Effectiveness Unit, Customer Account Services and Account implementations
• Working knowledge of NPS
• Strong analytical and organizational skills
• Excellent oral and written communication skills
• Excellent interpersonal and relationship building skills
• Must be a motivated, self-starter, with high initiative and sense of urgency, and have a high attention to detail
• Demonstrated ability as a problem solver with the ability to present alternative approaches consistent with customer needs
• Proven ability to manage multiple tasks, work well in a stressful environment, interact in a team environment and foster positive attitudes.
• Has good decision making skills and knows when to act on an issue and when to escalate to a PSA II or third level team member
• Demonstrates efficient problem management skills through issue identification, ticket ownership, proper priority handling of pre-aging tickets, and appropriate ticket resolutions with closure.
• Has working knowledge of at least 1 product or service offering
• Ability to review ticket data, perform analytics and identify improvement opportunities

Required Experience:

• Experience with PCs; including Microsoft Office applications
• Experience working in a customer service environment
• Working experience using Help Desk ticket tools (eESM, ManageNow, ISM) or comparable

Working Conditions:

• Location: Home office / Remote
• Travel: Occasional overnight travel (up to 20%) by land and/or air for meetings to the office or other areas
• May be required to work a flexible work schedule, including weekend and evening availability during outages, security incidents, deployment and maintenance-window-oriented events
• Must be able to use equipment at workstation for up to 8 hours daily

Benefits Overview

At NASCO, we trust our workforce to be fully remote, working from their home. This benefit offers significant, personalized outcomes for each associate including work/life balance, savings on commuting, work clothing, and increased time to spend on personal activities.

Our full benefit package is designed to support the physical, mental, and financial health of our associates. We offer:

Physical and Mental Health Benefits

• Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans
• Telehealthcare – for Medical and Behavioral visits
• Generous PTO with buy/sell options
• 9 Company holidays, a floating day off, and a day off for volunteering
• Employee Assistance Program
• Wellness program - earn insurance discounts or credit towards health-related items

Financial Health Benefits

• 401K Plan with employer matching contributions
• Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses
• Bonus and Recognition programs
• Tuition Assistance
• Consultation with financial planner
• Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available
• Group Discount programs - mobile, technology services, etc., to help you save money

Other Benefits

• E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost

NASCO is an Equal Opportunity Employer/veterans/disability/race/color/religion/sex/sexual orientation/gender identity/national origin. Must have legal authority to work in the US.

We will not accept applicants that use AI when answering the screening questions. Applicants who use AI to answer any questions or to complete their application will not be considered for employment.