Senior Associate Customer Support at Gainwell Technologies LLC

📍 Job Overview

Job Title: Senior Associate Customer Support
Company: Gainwell Technologies LLC
Location: Anchorage, Alaska, United States
Job Type: Hybrid (3 days on-site per week)
Category: Customer Support
Date Posted: 2025-06-26
Experience Level: 5-10 years
Remote Status: On-site (Alaska, United States)

🚀 Role Summary

Key Responsibilities: Handle complex customer inquiries, process requests, maintain data integrity, and assist in day-to-day operations.
Key Skills: Customer service, analytical problem-solving, communication, data entry, help desk software, organizational functions, and telephone technology.

💻 Primary Responsibilities

📞 Customer Interaction & Support

Respond to highly complex customer questions and forward them to appropriate personnel when necessary.
Research customer inquiries and respond to appropriate parties in a timely manner.
Process requests and update account history with the results of the inquiry, ensuring proper documentation.

📧 Mail & Communication Management

Process and distribute incoming and outgoing mail, faxes, and emails for multiple clients, adhering to established service level agreements.
Perform data entry and match documents to appropriate accounts to ensure up-to-date and accurate information.

🤝 Team Collaboration & Management

Interface with team members, management, and customers in reference to customer service issues.
Review client reports on a weekly basis to ensure data integrity and submit reports to management.
Review and recommend modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
Monitor daily transactions to ensure policy and procedures align with service level agreements.
Assist the supervisor/manager with day-to-day operations of the customer service area, including training and mentoring less experienced staff.

📝 Enhancement Note: This role requires a high level of customer service experience and strong communication skills. The ability to work independently and follow oral and written directions is crucial for success in this position.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant associate's or bachelor's degree in a related field is preferred.

Experience: Six or more years of customer service or other telephone experience is required. Experience working with organizational functions and personnel, fax machines, computer software, and telephone technology is also necessary.

Required Skills:

Strong business and analytical problem-solving skills
Strong communication skills
Ability to work independently
Ability to follow oral and written directions

Preferred Skills:

Experience working with help desk software
Familiarity with customer service software and tools
Proficiency in data analysis and reporting

📝 Enhancement Note: While not explicitly stated, having experience in a similar customer support role or industry-specific experience would be beneficial for this position.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project submission.

💵 Compensation & Benefits

Salary Range: $44,800.00 - $64,000.00 per year

Benefits:

Flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance

Working Hours: Full-time, 40 hours per week

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare technology and services

Company Size: Medium to large (1,001-5,000 employees)

Founded: 1979 (as HMS; Gainwell Technologies was founded in 2016)

Team Structure:

The customer support team consists of associate, senior associate, and manager roles.
The team works closely with other departments, including clinical and operational teams.
The company values work flexibility, learning, and career development.

Development Methodology:

The company uses a combination of Agile and waterfall methodologies for project management.
Customer support teams follow established service level agreements and workflows.
The company offers comprehensive leadership and technical development academies to help build skills and capabilities.

Company Website: Gainwell Technologies

📝 Enhancement Note: Gainwell Technologies is a leading provider of healthcare technology and services, focusing on improving the health and well-being of vulnerable populations. The company values work flexibility, learning, and career development, offering comprehensive benefits and growth opportunities.

📈 Career & Growth Analysis

Customer Support Career Level: Senior Associate Customer Support roles involve handling complex customer inquiries, managing team members, and contributing to process improvements. They require a high level of experience and strong communication skills.

Reporting Structure: Senior Associate Customer Support roles report directly to the Customer Support Manager. They may oversee Associate Customer Support team members and contribute to team management and mentoring.

Technical Impact: Senior Associate Customer Support roles have a significant impact on customer satisfaction, data integrity, and process efficiency. They play a crucial role in maintaining positive customer relationships and ensuring accurate and up-to-date customer information.

Growth Opportunities:

Team Leadership: With experience and strong performance, Senior Associate Customer Support roles can progress to Customer Support Manager positions, overseeing teams and contributing to strategic decision-making.
Specialization: Individuals can specialize in specific customer support areas, such as complex issue resolution or process improvement, and become subject matter experts.
Cross-functional Roles: With experience and relevant skills, Senior Associate Customer Support roles can transition to other departments, such as operations, clinical services, or product development.

📝 Enhancement Note: Career progression in customer support roles typically involves moving into management or specialized positions. Growth opportunities are available based on experience, performance, and relevant skills.

🌐 Work Environment

Office Type: Hybrid (3 days on-site per week)

Office Location(s): Anchorage, Alaska, United States

Workspace Context:

The office environment is collaborative, with team members working closely together to resolve customer inquiries and maintain data integrity.
The workspace is equipped with necessary tools, such as computers, fax machines, and telephone technology, to efficiently handle customer support tasks.
The customer support team interacts with various departments, including clinical and operational teams, to ensure accurate and up-to-date customer information.

Work Schedule: Full-time, 40 hours per week, with on-site work required several days a week.

📝 Enhancement Note: The hybrid work arrangement allows for flexibility while ensuring on-site collaboration and support for customer service operations.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess communication skills and cultural fit.
On-site Interview: A face-to-face interview at the Anchorage office to discuss customer service experience, problem-solving skills, and team dynamics.
Final Decision: A decision is made based on the candidate's overall fit for the role and the company.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation: (N/A)

ATS Keywords: (N/A)

📝 Enhancement Note: The interview process for this role focuses on assessing customer service experience, communication skills, and cultural fit. Technical challenges or portfolio reviews are not typically required for customer support roles.

🛠 Technology Stack & Customer Support Tools

Customer Support Tools:

Help desk software (e.g., Zendesk, Freshdesk, or similar)
Customer relationship management (CRM) software (e.g., Salesforce, Microsoft Dynamics, or similar)
Customer service software and tools (e.g., Genesys, NICE CXone, or similar)
Data analysis and reporting tools (e.g., Microsoft Excel, Power BI, or similar)

📝 Enhancement Note: The specific customer support tools used by Gainwell Technologies may vary, but the listed examples are common in the industry.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritize customer needs and ensure customer satisfaction.
Empathy: Understand and address customer concerns with compassion and patience.
Integrity: Maintain accurate and up-to-date customer information while adhering to data privacy and security standards.
Continuous Improvement: Regularly review and improve customer support processes and workflows.

Collaboration Style:

Cross-functional Collaboration: Work closely with clinical and operational teams to ensure accurate and up-to-date customer information.
Teamwork: Collaborate with the customer support team to resolve complex customer inquiries and maintain data integrity.
Knowledge Sharing: Share best practices and learn from team members to enhance customer support skills and capabilities.

📝 Enhancement Note: Gainwell Technologies values a customer-focused, collaborative, and continuously improving work environment. The customer support team plays a crucial role in maintaining positive customer relationships and ensuring accurate and up-to-date customer information.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer inquiries and escalations
Maintaining data integrity and accuracy in a high-volume environment
Adapting to changes in customer support processes and workflows
Collaborating with cross-functional teams to resolve customer issues and maintain data integrity

Learning & Development Opportunities:

Training and Development: Participate in customer support training and development programs to enhance skills and knowledge.
Mentorship: Seek guidance from experienced team members to improve customer support skills and techniques.
Career Progression: Pursue management or specialized positions within the customer support team or explore opportunities in other departments.

📝 Enhancement Note: Customer support roles present unique challenges and growth opportunities. By embracing continuous learning and seeking mentorship, customer support professionals can develop their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Describe a complex customer issue you've handled and how you resolved it.
How do you maintain data integrity and accuracy in a high-volume customer support environment?
Can you explain a customer support process or workflow you've improved, and what the results were?

Company & Culture Questions:

How do you prioritize customer needs and ensure customer satisfaction in a high-volume environment?
Can you describe a time when you collaborated with a cross-functional team to resolve a customer issue or improve a customer support process?
What do you think sets Gainwell Technologies apart from other healthcare technology and services providers?

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: Interview preparation for customer support roles should focus on demonstrating customer service experience, problem-solving skills, and cultural fit. Technical challenges or portfolio reviews are not typically required for these roles.

📌 Application Steps

To apply for this Senior Associate Customer Support position:

Submit your application through the application link.
Prepare for the phone or video screen by practicing your communication skills and reviewing your customer service experience.
Research Gainwell Technologies and familiarize yourself with the company's mission, values, and customer support processes.
Prepare for the on-site interview by reflecting on your customer service experience, problem-solving skills, and team dynamics.
Follow up after the interview to express your appreciation and reiterate your interest in the position.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Gainwell Technologies before making application decisions.

Senior Associate Customer Support