PRIMARY PURPOSE:
To support basic IT systems to end users on a variety of computer system issues; to respond to telephone calls, email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES:
- Identifies, researches, resolves, and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers.
- Provides status and follow-up information to internal or external customers.
- Escalates calls to the appropriate departments.
- Documents customer issues in call tracking system timely and accurately.
- Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction. Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers.
- Provides support after hours via on-call cell phone.
Requirements: 100% remote if out of the Memphis area/Hybrid in office 1 day a week if within range to Memphis office
SHIFT: Saturday and Sunday from 8:30am to 5:00pm CST, and Monday through Wednesday from 10:30am to 7:00pm CST. The off days for this shift will be Thursday and Friday. Please note, this role requires working all holidays unless the holiday happens to fall on one of their scheduled off days.
QUALIFICATIONS
Education & Licensing: Associate degree in a computer technology field preferred. Experience: Three (3) years of computer systems related experience or equivalent combination of education and experience required to include two (2) years of proprietary software support experience and one (1) year Windows operations system troubleshooting experience. JURIS or claims management application experience preferred.
Skills & Knowledge
- Strong computer knowledge including, but not limited to, 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
WORK ENVIRONMENT: When applicable and appropriate, consideration will be given to reasonable accommodations.
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, could have to lift up to 40 lbs, travel as required
Auditory/Visual: Hearing, vision and talking
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