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Support Center Specialist I

Apply now Job no: 495386
Employment type: Regular
Location: Omaha, Nebraska
Categories: Customer Service

Blue Cross and Blue Shield of Nebraska (BCBSNE) is more than just an insurance company; we exist to be there for people in the best and hardest moments of their lives.

Our team is the power behind that promise. And, as the industry rapidly evolves and we seek ways to optimize business processes and customer experiences, there’s no greater time for forward-thinking professionals like you to join us in delivering on it!

As a member of Team Blue, you’ll find purpose, opportunities and the support you need to build a meaningful career and make a powerful impact in our community.

Provides front line technical support via phone, ticketing systems, email, and in some cases, in person, to maintain the smooth operation of the organizations Information System environments. This is a customer service role in a fast-paced call center environment requiring the ability to build positive rapport and credibility with internal customers. Responsibilities include initial assessment, research, and resolution of incidents and requests related to the use of application software products and/or infrastructure components.

 

What you'll do:

  • Provide prompt technical support to primarily internal customer base on a variety of issues by responding to telephone calls, emails, and “ticket” requests. Enters detailed, clear and consistent documentation into Incident/Work Order database
  • Assists in maintaining knowledge base, training and knowledge transfer among team members.
  • Be available to provide after-hours support by participating in on-call rotation.

To be considered for this position, you must have:

  • High School Diploma or equivalent
  • 2 years of experience in an IT/Corporate Help Desk, Technical Support, Incident Management or similar role having included: Phone, email & chat technical support, & ticket queue management.
  • Exceptional communication skills including experience corresponding with executive level leadership

An equivalent combination of education and experience may be substituted for this requirement.

The ability to meet or exceed the attendance and timeliness requirements of their departments. On-call work may be required based on business needs and role assignment.

The ability to work well in a team environment, and be capable of building and maintaining positive relationships with other staff, departments, and customers.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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. Other duties may be assigned.

The strongest candidates for this position will also possess:

  • Associates degree in Information Technology and/or MCSE certification
  • Experience supporting the use of Microsoft products including Windows 10 OS and Office 365 suite of applications and cloud services.  
  • Experience with administration functions within Active Directory and Microsoft Exchange
  • Familiarity with remote desktop support tools and System Center Configuration Manager (SCCM)
  • Knowledge of remote access solutions and multi-factor authentication products such as VMware Horizon and Microsoft Azure MFA
  • Mobile device management and assistance (iPhones, iPads, Android, etc.)
  • Experience triaging, troubleshooting and coordinating the resolution of a wide variety of technology/infrastructure issues raised by both internal business areas, IT Teams and/or external customers/vendors

Blue Cross and Blue Shield of Nebraska (BCBSNE) must comply with the government’s mandate that all federal contractors and subcontractors be vaccinated against COVID-19. BCBSNE is a federal contractor in our administration of the Federal Employee Program (FEP) and the Medicare Advantage (MA) Program and, accordingly, requires all of its employees to provide documented proof of vaccination against COVID-19, with exemptions for disability or religious reasons, by January 4, 2022, or as of the employee’s effective date of hire.

Learn more about what makes BCBSNE such an exceptional place to work by visiting NebraskaBlue.com/Careers.

We strongly believe that diversity of experience, perspective and background will lead to a better workplace for our employees and a better product for our customers and members.

Blue Cross and Blue Shield of Nebraska is an Equal Opportunity /Affirmative Action Employer - Minorities/Females/Disabled/Veterans

 

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