Customer Support Specialist

Customer Service Lead, SS&C Technologies 10/20– 04/23
● Process 50+ daily inquiries from customers, internal teams and commercial stakeholders regarding account status.
● Support customers experiencing technical bugs related to website and software, and escalate to product and engineering teams for resolution.
● Make necessary adjustments to customer demographic, account status, and account balance information.
● Process pending items including charges, payments, and personal information updates via inbound calls.
● Assist in educating onboarded teammates on new warranty and extended coverage guidelines for current year.
● Complete adhoc report requests and corresponding invoices from commercial offices and 3rd party partners.
● Evaluates customer’s financial status and establish budget payment plans and reports the status of delinquent accounts to manager.
● Collaborate with resource management group to administer collections on unpaid accounts and stale accounts.
● Identify trends/recurring issues and present to supervisor for further investigation and resolution.
● Provide specialty billing and coding recommendations and share information to the billing team.
● Educated customers on privacy laws, data collection, and secure file transfer procedures during collection of payment.
● Provide weekly adhoc reports and data via excel spreadsheets, PowerPoints, and Word documents.