Summary Job Description Summary
Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we've been part of the national landscape, with our roots firmly embedded in the South Carolina community. We are the largest insurance company in South Carolina ... and much more. We are one of the nation's leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!
Description Position Purpose :
Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas.
This position requires a clearance which requires U.S. citizenship to obtain.This position is not eligible for sponsorship now or in the future. Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.
What You'll Do: - Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.
- Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
- Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.
- Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
- Perform other job related administrative duties as needed.
To Qualify for This Position, You'll Need: Required Education: - Bachelor's in a job-related field
Degree Equivalency: - 4 years job related work experience OR Associate's and 2 years job related work experience
Required Work Experience:
Required Skills and Abilities:
- Strong customer service skills.
- Good problem solving skills.
- Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.
- Understands basic technical problems and solutions in relation to the business environment.
- Understands the industry's business systems and processes.
Required Software and Tools:
- Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.
We Prefer That You Have: - Technical service/helpdesk experience
- IT Work experience
- Ability to understand technical details and the business needs of a fast paced and large customer base
- Active Directory Console experience
- Bravura Password Tool experience
- RSA Secure ID Console experience
- INFO application experience
- Tivoli experience
- Previous experience with ServiceNow
- Previous experience with I/S Knowledge Base
- Previous experience with Avaya phone systems and Avaya Supervisor tool
What We Can Do for You: We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have access and opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.
Our comprehensive benefits package includes:
- Subsidized health plans, dental and vision coverage
- 401K retirement savings plan with company match
- Life Insurance
- Paid Time Off (PTO)
- Nine paid holidays
- On-site cafeterias and fitness centers in major locations
- Wellness program and healthy lifestyle premium discount
- Tuition assistance
- Service recognition
- Employee Assistance
- Discounts to movies, theaters, zoos, theme parks and more
What to Expect Next: After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Management will be conducting interviews with those candidates who qualify with prioritization given to those candidates who demonstrate the preferred qualifications.
Equal Employment Opportunity Statement BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.
We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.
If you need special assistance or an accommodation while seeking employment, please email or call , ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.
We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information .
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