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IT & Dialer Management Specialist II - Marketing & Sales Support
2 months ago
Charlotte, NC, USA Req #2040
Friday, May 24, 2024MediGap Life specializes in affordable Medicare Health Plans. Launched in 2017, we have grown tremendously employing 130+ employees and housing offices in FL, NC, and NY.
With access to the nation's leading insurance carriers, we are seeking an IT & Dialer Management Specialist II to support our Marketing/Sales Division in spearhead Dialer Management (Convoso & Retreaver), Data Analyst, Personnel systems & CRM support, Learning Management System, and assist with Robotic Process Automation
POSITION HIGHLIGHTS
Full-time, benefits-eligible
Onsite at our Charlotte, NC office: 13925 Ballantyne Corporate Pl, Charlotte, NC 28277
Hours: Monday - Thursday 9:00 AM -6:00 PM, Friday 9:00 AM - 3:30 PM EST
SUMMARY
Responsible for providing support on all company-supported applications and platforms; troubleshooting computer problems and advising on appropriate action steps; assisting with installation and updates of hardware and software; and project-based work.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Internal End User Support Functions:
• Provide first-level contact and problem resolution for all users with hardware, software, and application problems
• Respond to requests for technical assistance in person, via phone, and electronically
• Diagnose and resolve technical hardware (computers, scanners, copiers, printers, etc.) and software issues
• Advise end users on appropriate action steps
• Follow standard IT System Support help desk procedures
• Log all help desk requests and interactions
• Redirect problems to appropriate resources
• Identify and escalate situations requiring immediate attention
• Track and route problems and requests and document resolutions
• Coordinate and relocate user workstations and telecom equipment as needed
• Provide professional customer service when working with end users on issues that arise
System Support Functions:
• Perform hardware (computers, scanners, copiers, printers, etc.) and software installations and upgrades
• Evaluate and resolve software-related issues
• Test and analyze existing and new areas of the IT systems
• Coordinate support between the different levels of IT and end users
• Perform and track regular maintenance on user workstations, copiers, printers, and phones to ensure optimal performance
External End User Support Functions: Support software installations for off-site agents; Provide support in using the email security portal and resetting passwords on that portal.
External End User Support Functions:
• Provide support with registering external agents with the email portal
• Provide support with resetting external agents' passwords
Special Projects:
• Work collaboratively with fellow staff to advance the values and mission of Medigap Life and Alliant by serving on relevant internal and external committees
• Assists with special projects/assignments as requested by members of management
QUALIFICATIONS
EDUCATION / EXPERIENCE
High School Diploma or GED required
Associate's degree preferred
Minimum 3 years of IT support experience required
Dialer management experience preferred
Prefer experience with Five9, Convosco, and Retreaver
PERKS AND BENEFITS:
Health Insurance*
Dental and vision insurance*
401(k) with company match*
Paid time off
Stable, friendly and professional environment that does not micromanage your work but rather rewards innovation
*Available the first of the month following date of hire
Equal Opportunity Employer; SMS participates in the E-Verify system
#LI-DR2
Other details Pay Type Hourly Min Hiring Rate $28.21 Max Hiring Rate $30.77