Specialist, Technology Support III - Request #37790022

Southcarolinablues; Columbia (SC); Sur place; USD 27 000 - 38 000; Plein temps

Avantages offerts par ce poste

Medical benefits

Dental benefits

Vision benefits

401K

Résumé du poste

BlueCross BlueShield of South Carolina is seeking a Specialist, Technology Support III to join our Palmetto GBA team onsite in Columbia. The role focuses on researching and resolving moderate to complex technical needs for customers, documenting procedures, and proposing improvements.

You will troubleshoot end-user issues, perform root-cause analysis, and act as a knowledge expert to assist junior technicians, while supporting after-hours coverage and site moves as needed.

Qualifications

• Bachelor's degree or higher in CS/IT or related field.
• Associate degree + 2 years of related experience may substitute.
• Experience in technical help desk and customer support is required.

Responsabilités

• Troubleshoot complex end-user problems.
• Restore technical service and equipment problems by analyzing, identifying and diagnosing causes.
• Act as knowledge expert and guide junior technicians on escalated calls.
• Identify training gaps and work with QA/trainers to implement improvements.
• Maintain Knowledge Base and call-tracking databases.
• Assist in site moves and changes and collaborate with new business processes.

Connaissances

Strong customer service

Problem solving

Technical guidance

Business awareness

Industry processes

Formation

Bachelor's degree in Computer Science/IT or related field

Associate degree in Computer Science/IT or related field OR 2 years of related experience

Outils

Common applications proficiency

Description du poste

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. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re 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!

Job Title: Specialist, Technology Support III

Position Details

• Palmetto GBA
• Contract to hire
• Role is onsite
• Hours: 08:00 am to 5:00 pm EST - Some after hours work on Thursday and Sunday evenings is expected

Position Summary

Actively research and resolve moderate to complex technical needs of customers by managing problems and making recommendations towards a solution. Ensure all documentation and procedures are current and accessible to all technicians. Research and propose solutions on procedures and controls for problem prevention.

Essential Duties and Responsibilities

30%

• Troubleshoot complex end-user problems.
• Restore technical service and equipment problems by analyzing, identifying and diagnosing cause and effect.
• Work with subject matter experts at second level support and management when necessary.

20%

• Identify and determine root cause analysis.
• Document and implement procedures and controls for problem prevention.
• Develop troubleshooting techniques for typical moderate to complex issues.

20%

• Act as a knowledge expert on specific applications and systems, assisting junior technicians and provide guidance to them on questions and escalated calls.
• Identify training gaps and needs for the area and work area trainers and/or quality assurance employees to implement improvements.

15%

• Identify articles for the Knowledge Base.
• Ensure the Knowledge Base is utilized and kept current.
• Maintain call tracking database to enhance quality of problem resolutions.

10%

• Act as a liaison with new business and incorporate their processes.
• Assist in site moves and changes.

5%

• Proactively monitor processes, systems, and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention.
• Identify self-service options, call avoidance solutions.

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 technical problems and solutions in relation to the business environment.
• Understands the industry’s business systems and processes.

Nice To Have: Software Development & Support o Application development and user acceptance application testing o Customer inquiries Healthcare o Molecular diagnostics testing o Billing and coding knowledge

Required Software and Other Tools

• Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.

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.

Required Education

• Bachelor's degree in Computer Science, Information Technology or other job related degree.
• or an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.

Required Work Experience

• 2 years of technical help desk experience or other job related experience.

Preferred Licenses and Certificates

• A+ certification.

Pay Transparency

• This is the pay range that Magnit reasonably expects to pay someone for this position is $19.38/hour - $27.68/hour W-2.
• Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more.

Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty. If you're ready to join in a diverse company with secure, community roots and an innovative future.