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.
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:
None.
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 mycareer.help@bcbssc.com or call 800-288-2227, 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.
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