[Hiring] Service Desk Specialist @BlueCross BlueShield of Tennessee

Role Description

We’re excited to hire a Service Desk Specialist to join our Tech Central On-Call Team. In this role, you’ll be the first line of support for our employees, providing tier one technical support for all business lines and applications. You’ll troubleshoot incidents and service requests via phone, chat, and self-service, ensuring a positive customer experience.

Note: This is a fully remote role on 1st shift (Monday-Friday from 8:30 am – 5:00 pm EST).

• Monitoring telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution.
• Maintaining written documentation on each call; escalating complex problems to the next level of support as required by documented procedures.
• Responding to inquiries and requests for assistance with organization's computer systems or PCs; resolving customer inquiries for one or more products or services.
• Utilizing new utilities and tools to provide remote technical support services on desk-side equipment, for customers.
• Must be able to work flexible shifts in a 24x7x365 work environment, including mandatory rotating weekend, holiday and overtime assignments.
• Must be able to effectively communicate with employees to ensure technological requirements are fulfilled.
• Must be able to sit and stand for long periods of time.
• Must be able to bend, kneel, reach and crawl under desks to install PCs.
• Must be able to lift 20 lbs. unassisted.

Qualifications

• High School Diploma or equivalent required.
• Degree or Diploma in a Computer related field preferred.
• 2 years - Experience within a technical service call center environment is required.
• ITIL Foundation Certification must be successfully completed within the first 12 months of service in the job.
• Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint).
• Excellent oral and written communication skills.
• Strong interpersonal and organizational skills.
• Working knowledge of Windows Operating Systems required.

Requirements

• 1 opening available.
• Employee type.