Telecommunications Support Analyst I

SelectQuote, Inc.; United States; A distancia; USD 40.000 - 44.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Dental Insurance

Vision Insurance

HSA/FSA

Life Insurance

Retirement Plan with Match

Tuition Reimbursement

Wellness Resources

Employee Assistance Program

Descripción de la vacante

SelectQuote is seeking a Telecommunications Support Analyst I to manage onboarding/offboarding for phone system users, configure wallboards, troubleshoot and test integrations with CRM apps, and coordinate with QA, App Dev, and analytics teams. You will implement IVR configurations and support ongoing call center operations.

Strong detail orientation and communication are essential. A IT-related degree and 1+ year IT-support experience are required, with opportunities to grow across our contact

Formación

• Bachelor’s degree in IT related field (or equivalent work experience) required.
• One or more years’ experience supporting IT systems and providing end user support required.

Responsabilidades

• Manage Onboarding and Offboarding procedures for all phone system users.
• Document and complete agent role changes procedures for role change and permissions.
• Assist with Wallboard/Supervisor configuration for Workforce and Sales teams.
• Manage escalation process for helpdesk tickets assigned to Telecommunications Team.
• Provide day to day assistance to the business in regard to testing troubleshooting and researching configuration across phone system applications as well as CRM applications.
• Work with QA and App Dev teams to test new functionality and research integration strategies.
• Work closely with reporting and analytics through the call center platform.
• Build and test new IVR’s outbound dialing configurations connectors and heavy API use between the phone system and the CRM.

Conocimientos

VCC technologies

Troubleshooting

Communication skills

Self-motivation

Project management basics

Phone system familiarity

CRM systems familiarity

Educación

Bachelor’s degree in IT related field

Herramientas

CRM applications

Phone system applications

IVR configurations

APIs integration

Descripción del empleo

Company Overview

to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

About the Role

The Telecommunications Support Analyst I role requires a strong attention to detail excellent research capability communications skills and a strong desire to improve and iterate on current and future project builds. This role will have significant responsibility in working closely with marketing workforce sales and various other departments throughout the company. The Telecom Support Analyst team primarily manages the daily operations related to internal contact center solutions and management of the contact center platforms and integrations across the business.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.

Essential Duties and Responsibilities:

• Manage Onboarding and Offboarding procedures for all phone system users
• Document and complete agent role changes procedures for role change and permissions.
• Assist with Wallboard/Supervisor configuration for Workforce and Sales teams
• Manage escalation process for helpdesk tickets assigned to Telecommunications Team
• Provide day to day assistance to the business in regard to testing troubleshooting and researching configuration across phone system applications as well as CRM applications
• Work with QA and App Dev teams to test new functionality and research integration strategies
• Work closely with reporting and analytics through the call center platform
• Build and test new IVR’s outbound dialing configurations connectors and heavy API use between the phone system and the CRM

Skills/Abilities:

• High level of self-motivation; ability to accomplish goals independently
• Ability to reason and think logically
• Familiar with VCC technologies and hosted phone solutions
• Strong troubleshooting skills in order to identify problems quickly
• Basic project management knowledge of methods and practices
• Excellent oral and written communication skills
• Excellent customer relationship skills
• Moderate knowledge of infrastructure solutions and topology
• Strong organization skills and attention to detail

Education and Experience:

• Bachelor’s degree in IT related field (or equivalent work experience) required
• One or more years’ experience supporting IT systems and providing end user support required

Physical Requirements:

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values:

Service: We create positive customer experiences.

Entrepreneurship: We create innovate & take risks.

Leadership: We build & invest in high-performing teams.

Empowerment: We embrace a changing environment.

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.

At this time SelectQuote does not hire applicants who solely possess temporary work visas requiring employer sponsorship of any kind including but not limited to OPT, H-1B, L-1, O-1, TN, F-1, J-1, E-3, etc.

SelectQuote Insurance Services does not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

Our Benefits

The Compensation for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

We are proud to offer the following benefits:

• Competitive Medical, Dental, and Vision Insurance
• HSA/FSA
• Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability
• Voluntary Life Insurance for Self, Spouse and Dependent
• Company-paid Basic Life Insurance and Long Term Disability
• Retirement plan and Employer match contribution with Profit Share
• Tuition Reimbursement program
• Company perks and Discount program
• Engaging Wellness and Financial Education Resources
• Employee Assistance Program
• Incentive Plans

Base Hourly Minimum

$19.23

Base Hourly Maximum

$21.23