The Escalation Support Specialist (ESS) is the primary point of contact for our clients and their contracted entities for all operational aspects. The ESS is knowledgeable in all aspects of Paysign’s business, day to day functions, and internal teams. They are responsible, and expected to ensure all operational concerns and requests addressed in a timely manner and are seen through to completion. An ideal candidate must be technically minded, understand high level concepts of how back-end and front-end systems connect, be a self-starter, and be very detail oriented. 

Essential Functions and Responsibilities

• Field questions regarding products, service, and claims from our clients and their contracted entities via email or phone.
• They will practice positive and professional client service, focus on quick resolution and ensure all avenues for solving client issues are evaluated and executed.
• Proactively identify bottle necks in daily processes and work with the Account Manager(s) to improve core program functions.
• Maintain Salesforce queues and respond to clients in or out of the salesforce environment.
• See each client case to the end and provide appropriate follow ups via email or phone calls.
• Investigate and work through client issues using all available means.
• Track current client implementations as they add business services to already established programs.
• Maintain positive relationships with clients and their requests.
• Foster and grow relationships with all internal functional areas, and take a leadership role with all internal project stakeholders
• Work alongside any department as needed to ensure all Paysign products, services, and clients are supported.
• Create and oversee IT related tickets to ensure client’s needs are met in a timely manner.
• Work with client to answer reporting questions within Tableau.
• Assist with special projects as assigned by Director and/or Account Manager.

Minimum Qualifications

• Associate/Bachelor’s Degree OR equivalent work experience
• Highly proficient in Microsoft Office suite
• Working knowledge of SF.com and Tableau
• Excellent verbal and written communication skills
• Detail oriented and organized
• Strong customer service and interpersonal skills
• Two or more years of direct operational experience, preferably in one or more of the listed fields:
• Pharmacy – Technician, Pharmacist, or Pharmacy Management Staff
• Healthcare Leadership
• Pharmaceutical Manufacturer
• Pharmaceutical Patient Services

Working Conditions

• Work is generally performed in a remote environment.
• Travel: This position may require 10% travel