Core Responsibilities
The primary purpose of this position is to provide basic IT systems support to end users on various computer system issues. Responsibilities include responding to telephone calls, emails, and technical support requests, as well as documenting, tracking, and monitoring issues to ensure timely resolution.
- Identify, research, resolve, and respond to a high volume of simple to moderately complex issues or questions received from internal and external customers.
- Provide status and follow-up information to internal or external customers.
- Escalate calls to the appropriate departments as necessary.
- Document customer issues in the call tracking system accurately and promptly.
- Assist in real-time resolution of support issues to decrease downtime and ensure high levels of satisfaction.
- Stay current on policies and relevant product and industry trends to provide technically accurate solutions to customers.
- Provide support after hours via on-call cell phone.
- Perform other duties as assigned and support the organization's quality programs.
Essential Qualifications, Skills, and Technologies
- Education: Associate degree in a computer technology field preferred.
- Experience: Three (3) years of computer systems-related experience or an equivalent combination of education and experience, including two (2) years of proprietary software support experience and one (1) year of Windows operating system troubleshooting experience.
- Skills:
- Strong computer knowledge, including Windows OS, Outlook, and Microsoft Office.
- Strong oral, written, and business communication skills.
- Analytical, interpretive, and decision-making skills.
- Strong organizational skills.
- Excellent interpersonal and customer service skills.
- Excellent negotiation and conflict resolution skills.
- Strong stress and time management skills.
- Ability to work in a team environment.
- Ability to meet or exceed performance competencies.
- Lifting requirement: Ability to lift between 20 and 40 pounds.
- Work Environment: Consideration will be given to reasonable accommodations when applicable and appropriate.
- Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.
- Physical: Computer keyboarding, travel as required.
- Auditory/Visual: Hearing, vision, and talking.
- Note: Credit security clearance, confirmed via a background credit check, is required for this position.
Preferred (Nice-to-Have) Skills or Experience
- JURIS or claims management application experience.
This position is contract-to-hire and open to remote work. The working hours are 8:30 am – 5:00 pm CST, Monday – Friday.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or change the duties of the position at any time.
Client offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Client provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.