• Respond to inquiries from members, providers, and brokers, delivering timely, accurate, and high-quality service. • Phone will be the primary channel of communication, with some use of email and chat as well. • Manage the end-to-end lifecycle of inquiries, ensuring clear communication, thorough follow-up, and complete resolution. • Research and resolve issues related to benefits, eligibility, claims status, billing discrepancies, and cost-sharing. • Interpret plan documents, policies, and internal guidelines to provide clear and accurate guidance. • Initiate and track claims adjustments, reprocessing, or escalations in accordance with established procedures. • Identify root causes of issues, address underlying needs, and recommend process improvements. • Document all interactions in the CRM system (Salesforce) in compliance with HIPAA, privacy, and audit requirements. • Collaborate with cross-functional teams to validate data, resolve issues, and address systemic challenges. • Regularly work a schedule of 8:00 a.m. to 5:00 p.m. Central time, Mondays through Fridays. • Serve as an escalation point for complex or sensitive inquiries, ensuring effective and timely resolution. • Act as a subject matter expert, providing guidance on complex benefits, claims, and policy scenarios. • Lead cross-functional coordination to resolve high-impact issues and drive sustainable solutions. • Mentor and support team members through coaching, training, and knowledge sharing. • Contribute to quality assurance and continuous improvement efforts, modeling best-in-class service delivery.

• Communicate with customers via phone, chat & e-mail • Track and follow cases to ensure they closed in an efficient and timely manner • Maintain high customer satisfaction, representing a major brand • Provide troubleshooting for mobile devices (mobile phones, tablets & more) • Assist customers to manage/secure their account & passwords • Set-up repairs for hardware-related issues • Escalate unresolved cases by contacting 2nd level support Interaction Experts • Maintain high customer satisfaction

• Respond to technical issues escalated by customers • Act as a liaison between operations, the client, and Engineering/Development • Respond to end user requests for assistance using existing manuals and scripted responses • Effectively interact with customers and refer ongoing issues to the appropriate engineering support team

Role Description Mercier Consultancy is looking for a motivated German Speaking IT Support Agent to join our team in Greece. In this role, you will provide technical assistance to German-speaking clients, helping them resolve IT-related issues effectively and efficiently. As an IT Support Agent, you will be responsible for diagnosing problems, guiding clients through solutions, and ensuring a high level of customer satisfaction. This is an excellent opportunity to build your career in IT support while working in an international environment. Responsibilities - Provide front-line technical support to German-speaking clients via phone, email, and chat - Troubleshoot hardware, software, and network issues and offer timely resolutions - Document support interactions clearly and accurately in the ticketing system - Collaborate with technical teams to resolve complex problems - Assist with software installations, updates, and user training - Stay up to date with the latest technologies and support procedures Qualifications - Fluency in German and English, both written and oral communication - Basic understanding of IT systems, hardware, and software - Strong problem-solving skills and customer-focused attitude - Excellent communication and interpersonal skills - Previous experience in IT support or customer service is a plus - Ability to work effectively in a remote or office environment in Greece - Willingness to learn and grow within the IT support field Benefits - Competitive Monthly Salary - Monthly Performance Bonus - Fully Paid Relocation Package (Flight, Transfer and Hotel) - Health Insurance - Private Health Insurance - 2 Extra Salaries Per Year - Support In Finding Accommodation After Hotel - And More...