Call center analyst job description

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.

ESSENTIAL RESPONSIBILITIES

· Interact with customers to provide and process information in response to inquiries, concerns, and requests

· Gather customer's information and determine the issue by evaluating and analyzing the symptoms

· Deliver service and support to end-users, including via remote connection or over the Internet

· Research required information using available resources

· Follow standard processes and procedures

· Accurately process and record call transactions using a computer and designated tracking software

· Organize ideas and communicate oral messages appropriate to listeners and situations

· Follow up and make scheduled call backs to customers where necessary

· Stay current with system information, changes and update

· Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

· Follows proper escalation procedures as defined by management

· Ensure customers receive prompt, accurate and courteous service

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

· Proper phone etiquette and effective listening skills

· Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

· Knowledge of customer service principles and practices

· Medical/clinical terminology is preferred, but not required

· Must be able to sit for long periods of time

· Position requires use of headset/microphone

· Experience supporting software computer applications and equipment from a helpdesk environment

· Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

· Experience with mobile device support (iPhone, Android, Windows Mobile)

· Must be a team player and build good working relationships across all functions

· Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

· Need to be flexible, adaptable, and possess creative problem-solving skills

· 1 - 5 years' experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Additional

· Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

About HCTec:

HCTec provides award-winning services and solutions to hospitals in 45+ states, including academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.

Award-winning best-in-KLAS managed services assists with routine IT needs such as service desk, patient portal support, EHR application support, desktop/server/network management and IT security.

HCTEC KEYS TO SUCCESS

• Four Geographically Diverse / Redundant Service Centers
• Domestic Operations
• Exclusively Healthcare Provider Focused
• Best-in-KLAS Managed Services
• CHIME Collaboration Award Winner
• SLA Backed Outcomes
• 45+ States with HCTec Support Presence

HCTec's solutions for meeting health IT staffing needs extend from filling individual staffing gaps to providing in-house project teams and remote, domestic IT support service. We make every partner's IT challenges our own so that they are freed to focus on the bigger picture of improving outcomes and controlling healthcare costs.

We look forward to hearing how your skills line up with our mission!

Kforce has a client in Miami Lakes, FL that is seeking a Call Center Business Analyst.Summary:The Call Center Business Analyst works with call center applications as systems analyst. The contact center applications are Cisco, IVR, dialer, Campaign Manager, Verint, CRM, others. The role requires working with vendor and IT team members in projects and/or support for the contact center business operations. The Call Center Business Analyst assesses, designs, develops, integrates, and troubleshoots technology to support business processes. They will provide functional guidance to project or work teams, as needed within specific or multiple disciplines. This position is accountable for ensuring the reliability, performance, security, and continuity of IT systems, as well as ensuring that excellent systems support services are provided. Responsibilities:

* Analyzes, designs, tests, debugs, implements, and integrates IVR applications and or call center applications (CRM, recording solution, dialer, Cisco Finesse, other)

* Provides functional guidance to business unit personnel, develops user stories, test cases and execute them
* Designs and writes the scripts required for call center applications (mentioned above)

* Participates in the change management and service ticket management processes, including receiving, resolution monitoring, and ensuring customer satisfaction

* Works with application vendor as well as other business units to drive projects to successful implementations

* Ensures user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems

* Ensures that systems and processes (including those of external service providers) comply with corporate social responsibility, security, compliance, and other applicable policies, standards, and legislation

* Meets daily, weekly, and monthly following agile methodologies and ceremonies

* Performs other job-related duties as assigned

* High School diploma/GED required

* Bachelor's degree or equivalent experience preferred

* SAFe certified preferred

* 3 years of experience

* Experience with Jira, Agile methodology (preferred)

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.*Compensation Type:*Hours

Join Forbes' 2022 Best Employer for Diversity!

If you enjoy helping others and flourish in a fast-paced environment, then you might be a fit for Progressive's bilingual call center team. You'll be taking inbound calls from our Spanish-speaking customers which means successful candidates can multitask, have customer service experience, and can navigate through multiple computer systems. This is a remote position; you'll be provided computer equipment and in-depth training. Preferred candidates will live within the state of Texas.

Job opportunities

* Bilingual Inbound Sales Representatives share expertise of Progressive products and services to ensure appropriate insurance coverage through benefits selling
* We are also hiring for Bilingual Claims Customer Service Representatives and Bilingual Customer Service Representatives.

Must-have qualifications

* Two years of post-secondary education or higher
* Instead of the above, two years of relevant work experience
* Sales only: Property & Casualty license; if you're not already licensed, you'll have an opportunity to gain it during training (and must remain compliant with licensing requirements as an employee)
* Fluent in Spanish and English (verbal and written)

Training starts: December or January 2023

Schedule: Most schedules will include a weekend day and evening hours after completion of training

Work from home office requirements

* Designated workspace free from noise and other distractions
* Remote office internet connection via DSL or Cable Modem with minimum speed of 10mbps down and 1mbps up
* Computer that is provided to you must be physically connected to the router or modem by a cable (no wireless connection)
* All Progressive hardware you receive needs to be connected to a surge protector
* High-speed internet access is at your expense unless otherwise required by law

Compensation

* $19.50 or $21.00 per hour depending on the role you are selected for
* Gainshare bonus up to 8% - 16% (depending on position) of your eligible earnings based on company performance
* An additional 10% when you work evening or weekend hours
* Performance-based rewards

Benefits

* 401(k) with dollar-for-dollar company match up to 6%
* Medical, dental & vision, including free preventative care
* Wellness & mental health programs
* Health care flexible spending accounts, health savings accounts, & life insurance
* Paid time off
* Paid & unpaid sick leave where applicable, as well as short & long-term disability
* Parental & family leave; military leave & pay
* Diverse, inclusive & welcoming culture with Employee Resource Groups
* Career development & tuition assistance

Energage recognizes Progressive as a 2022 Top Workplace for: Innovation, Purposes & Values, Work-Life Flexibility, Compensation & Benefits, and Leadership.

Equal Opportunity Employer