Contact Center Support Specialist (Remote based in US)

JOB SUMMARY 

The Contact Center Support Engineer is responsible for providing advanced support for incidents and requests related to Conifer contact center technologies and seeing them through to resolution.  This role is responsible for providing exceptional customer service to Conifer’s employees and assuring that incidents and requests are resolved in a timely manner. Additionally, this position works with outside vendors to find resolutions to system issues in order to keep operational needs intact for the organization. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Researching, diagnosing, and troubleshooting advanced support issues for Conifer’s contact center technologies including workforce management while providing quality and timely resolution. 
• Manage requests for changes to existing contact center workflows and implement changes in a timely manner.
• Manage requests for new implementations of Conifer contact center technology solutions and provide any assistance to the project manager in implementation responsibilities.
• Interface with the appropriate vendors for troubleshooting issues and seeing issues through resolution.
• Assure that tickets are created for all incidents and requests and are properly categorized in the ticket management system.
• Assist with security audits on contact center operations software and hardware ensuring quality and consistent processes are followed.
• Assist in obtaining operational metrics on the contact center technology systems

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Possess experience maintaining and developing contact center implementations, preferably inContact, is required.
• Experienced in computing or related technology areas.
• Position requires experience in IT service management and service delivery, experience working with 3rd party vendors on solutions.
• Advanced experience in technical customer service.
• Must have solid troubleshooting skills, ability to take initiative, and have a track record of continuous learning.
• Experience supporting Workforce Optimization products, especially from NICE Solutions or Verint, highly desirable.

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment.  This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Bachelor’s degree (B.A. / B.S.) in computer science, information systems, or equivalent discipline preferred.
• 3+ years of experience supporting and developing contact center solutions, preferably a cloud based solution such as inContact, Interactive Intelligence, Aspect, Five9, or Serenova is required.
• 4+ years of experience in IT/IS desired.
• Experience with telecommunications connectivity and troubleshooting is highly desirable.
• Experience troubleshooting VOIP/SIP connectivity is highly desirable.
• Experience with object-oriented programming is highly desirable.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.             

• Must be able to work in sitting position, use computer and answer telephone
• Most be able to work afterhours occasionally

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Office Work Environment

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost, and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Compensation and Benefit Information

Compensation

• Pay: $70,096.00 - $112,112.00 annually. Compensation depends on location, qualifications, and experience. 

Benefits

Conifer offers the following benefits, subject to employment status:

• Medical, dental, vision, disability, life, and business travel insurance
• Paid time off (vacation & sick leave) – min of 12 days per year, accrued accrue at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.

#LI-NO3

Providing adept facility support of an IT infrastructure that includes Windows desktops, clinical systems, and other related technology as determined by the business and in compliance with established IT standards and protocols. Troubleshooting technical issues with the software, hardware, and clinical systems. Providing technical support for Windows 7, 10, and Microsoft Office. Providing software support for locally facility hosted applications, as well as critical systems such as electronic health records. Assist in implementation activities wherever technology assistance is required.

Required: High school diploma or GED
Preferred: Associate degree

Required: 2 years experience with Active Directory, VPN, Exchange. Microsoft Outlook, Microsoft Office Suite, Windows operating systems and Windows desktop support. An understanding of HIPAA and security protocols to protect PHI
Preferred: Familiarity with Cerner Millennium electronic health records