Network Support Specialist

Network Support Agent

NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.

Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.

Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.

Responsibilities

• Act as the first line of support for all in-network transportation providers via inbound calls, Zendesk tickets, sms, and email.
• Resolve complex inquiries regarding trip assignments, incentive structures, and payment discrepancies not just route.
• Access and interpret financial and operational data in NetSuite and other systems to explain payment statuses and trip metrics.
• Triage and escalate issues quickly and accurately to Dispatch, Payments, or Provider Operations when specialized intervention is needed.
• Maintain strict SLA compliance for response and resolution times.
• Document all support interactions in detail within Zendesk and CRM tools for accountability and performance tracking.
• Identify process gaps and recurring issues, communicating patterns to leadership for continuous improvement.
• Represent NationsBenefits Transportation professionally in every interaction, ensuring providers receive accurate and compliant guidance.
• Master multiple platforms simultaneously, toggling between systems efficiently to deliver timely solutions in live support environments.

Qualifications

• Minimum 23 years of professional experience in a high-volume support, dispatch, or network operations role (transportation, healthcare, logistics, or SaaS preferred).
• Proven ability to handle 50+ calls or tickets daily while maintaining accuracy and composure.
• Advanced proficiency in Zendesk (ticket management, macros, tagging, and reporting) and NetSuite (payment lookups, vendor data verification).
• Strong technical aptitude able to quickly learn and navigate multiple software platforms, internal dashboards, and payment systems.
• Exceptional verbal and written communication skills professional, clear, and concise under pressure.
• Analytical thinker capable of diagnosing and resolving system-based or policy-driven issues without hand-holding.
• Detail-driven and accountable consistently documents actions, meets metrics, and follows standard operating procedures.
• Ability to multitask across multiple screens and systems while maintaining a high level of accuracy.
• Prior experience in transportation, healthcare support, or vendor network management is strongly preferred.

NationsBenefits is an Equal Opportunity Employer.