Contact Center Support Specialist - Remote US - Advanced Technical Support for Conifer Contact Center Technologies

Transforming Healthcare through Technology: Join Conifer Health as a Contact Center Support Specialist

At Conifer Health, a part of the Tenet and Catholic Health Initiatives family, we're revolutionizing the healthcare industry with our expertise and innovative solutions. With a presence in over 135 local regions nationwide, we're dedicated to helping our clients enhance their financial and clinical performance, improve patient experiences, and navigate the transition to value-based care. As a Contact Center Support Specialist, you'll play a crucial role in providing advanced technical support for our contact center technologies, ensuring seamless operations and exceptional customer service.

Job Summary

We're seeking an experienced Contact Center Support Specialist to join our team on a remote basis in the US. As a key member of our support team, you'll be responsible for researching, diagnosing, and troubleshooting advanced support issues related to Conifer's contact center technologies, including workforce management. Your expertise will ensure timely and quality resolutions, and you'll work closely with outside vendors to resolve system issues and maintain operational integrity.

Key Responsibilities

• Research, diagnose, and troubleshoot advanced support issues for Conifer's contact center technologies, including workforce management, to provide quality and timely resolutions.
• Manage requests for changes to existing contact center workflows and implement changes in a timely manner.
• Assist with new implementations of Conifer contact center technology solutions and provide support to project managers.
• Interface with vendors to troubleshoot issues and ensure resolution.
• Create and categorize tickets in the ticket management system for all incidents and requests.
• Assist with security audits on contact center operations software and hardware to ensure quality and consistent processes.
• Obtain operational metrics on contact center technology systems to inform improvement initiatives.

Essential Qualifications

To succeed in this role, you'll need:

• A minimum of 3+ years of experience supporting and developing contact center solutions, preferably cloud-based solutions like inContact, Interactive Intelligence, Aspect, Five9, or Serenova.
• Experience in IT service management and service delivery, with a proven track record of working with 3rd party vendors.
• Advanced technical customer service skills, with solid troubleshooting abilities and a commitment to continuous learning.
• Experience with workforce optimization products, especially from NICE Solutions or Verint, is highly desirable.
• A Bachelor's degree in Computer Science, Information Systems, or a related discipline is preferred.

Preferred Qualifications

To stand out, you'll ideally have:

• 4+ years of experience in IT/IS, with a strong background in computing or related technology areas.
• Experience with telecommunications connectivity and troubleshooting, including VOIP/SIP connectivity.
• Knowledge of object-oriented programming principles.

Skills and Competencies

To excel in this role, you'll need:

• Strong technical skills, with the ability to troubleshoot complex issues and implement solutions.
• Excellent customer service skills, with a customer-centric approach.
• Effective communication and collaboration skills, with the ability to work with vendors and internal stakeholders.
• A proactive and adaptable approach, with a willingness to learn and grow.

Career Growth Opportunities

At Conifer Health, we're committed to helping our employees grow and develop their careers. As a Contact Center Support Specialist, you'll have opportunities to:

• Develop your technical skills and expertise in contact center technologies.
• Enhance your customer service and communication skills.
• Collaborate with cross-functional teams to drive business outcomes.
• Take on new challenges and responsibilities as you grow in your role.

Work Environment and Company Culture

As a remote employee, you'll enjoy the flexibility and autonomy to work from anywhere in the US. Our company culture is built on a foundation of:

• Innovation and continuous improvement.
• Collaboration and teamwork.
• Customer-centricity and a passion for delivering exceptional service.
• Diversity, equity, and inclusion, with a commitment to creating a welcoming and inclusive work environment.

Compensation and Benefits

We offer a competitive compensation package, with a salary range of $70,096 - $112,112 annually, depending on location, qualifications, and experience. Our benefits include:

• Medical, dental, vision, disability, life, and business travel insurance.
• Paid time off (vacation & sick leave) – minimum of 12 days per year.
• 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, including pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.

Join Our Team

If you're a motivated and experienced technical professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Contact Center Support Specialist at Conifer Health, you'll play a critical role in driving our mission to transform the healthcare industry through technology. Apply now and take the first step towards a rewarding and fulfilling career with our team!

Conifer Health is an equal opportunities employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds.