Description:
**This position is Contract to Hire and ONLY OPEN TO MEMPHIS, TN NOT OPEN TO REMOTE** Position is onsite**
PRIMARY PURPOSE To provide IT systems support to end users on a variety of moderate to complex computer system issues for internal and external customers; to respond to email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Provides moderate to complex support to colleagues regarding internal proprietary systems (JURIS, One Team, SIR, TAMS, and Voyager issues).
- Issues are reported via email.
- Provides moderate to complex troubleshooting and software development issues as needed.
- Communicates high-visibility issues to the immediate supervisor.
- Escalates calls to the appropriate departments as needed.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES: Performs other duties as assigned. Supports the organization's quality program(s).
Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support-related issues.
QUALIFICATIONS
Education & Licensing: Bachelor's degree from an accredited college or university preferred.
Experience: Five (5) years of Help Desk or technical support service experience or equivalent combination of education and experience required to include 2+ years of experience with client proprietary systems (JURIS, One Team, SIR, TAMS and Voyager).
Skills & Knowledge
- Excellent customer service skills Proven understanding and knowledge of quality
- Good knowledge of service center processes and procedures PC literate, including Microsoft Office products
- Analytical and interpretive skills
- Strong organizational skills
- Excellent interpersonal skills
- Good judgment and discretion skills
- Ability to manage multiple projects and set priorities
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
- Ability to complete required number of monthly quality monitors
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, travel as required.
Auditory/Visual: Hearing, vision and talking 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 to change the duties of the position at any time
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