[Hiring] Telecommunications Support Analyst I @SelectQuote, Inc.

Role Description

The Telecommunications Support Analyst I role requires a strong attention to detail, excellent research capability, communication skills, and a strong desire to improve and iterate on current and future project builds. This role will have significant responsibility in working closely with marketing, workforce, sales, and various other departments throughout the company. The Telecom Support Analyst team primarily manages the daily operations related to internal contact center solutions and management of the contact center platforms and integrations across the business.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.

Essential Duties and Responsibilities:

• Manage Onboarding and Offboarding procedures for all phone system users.
• Document and complete agent role changes procedures for role change and permissions.
• Assist with Wallboard/Supervisor configuration for Workforce and Sales teams.
• Manage escalation process for helpdesk tickets assigned to Telecommunications Team.
• Provide day to day assistance to the business in regard to testing, troubleshooting, and researching configuration across phone system applications as well as CRM applications.
• Work with QA and App Dev teams to test new functionality and research integration strategies.
• Work closely with reporting and analytics through the call center platform.
• Build and test new IVR’s, outbound dialing configurations, connectors, and heavy API use between the phone system and the CRM.

Qualifications

• High level of self-motivation; ability to accomplish goals independently.
• Ability to reason and think logically.
• Familiar with VCC technologies and hosted phone solutions.
• Strong troubleshooting skills in order to identify problems quickly.
• Basic project management knowledge of methods and practices.
• Excellent oral and written communication skills.
• Excellent customer relationship skills.
• Moderate knowledge of infrastructure solutions and topology.
• Strong organization skills and attention to detail.

Requirements

• Bachelor’s degree in IT related field (or equivalent work experience) required.
• One or more years’ experience supporting IT systems and providing end user support required.

Physical Requirements

• Work is performed indoors with potential for exposure to safety and health hazards related to office work.
• Could periodically travel to other office and operational sites.
• The noise level in the work environment is usually moderate.
• Prolonged periods of sitting at a desk and working on a computer.

Benefits

• Competitive Medical, Dental, and Vision Insurance.
• HSA/FSA.
• Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability.
• Voluntary Life Insurance for Self, Spouse, and Dependent.
• Company-paid Basic Life Insurance and Long Term Disability.
• Retirement plan and Employer match contribution with Profit Share.
• Tuition Reimbursement program.
• Company perks and Discount program.
• Engaging Wellness and Financial Education Resources.
• Employee Assistance Program.
• Incentive Plans.

Base Hourly Minimum

$19.23

Base Hourly Maximum

$21.23