[Hiring] Specialist, Customer Service Operations @Evolent

Role Description

Evolent Health is seeking a highly motivated Specialist, Technical Applications Support, Customer Service to be a key member of our Customer Service Organization (CSO) team. Reporting to the Senior Director - Customer Service Domain Technical Lead (DTL), this individual will play a critical role in executing Evolent Health’s mission by working closely with CSO and technical team members to become a Subject Matter Expert (SME) and implement, manage, and maintain application solutions to meet EVH’s Contact Center and Customer Service Operations (CSO) business objectives.

This position leverages exceptional technical, analytical, conceptual, and problem-solving skills within a customer service and contact center environment. This role will provide technical expertise to the CSO and external Partners. The work environment is fast-paced and provides excellent developmental opportunities.

Responsibilities

• Become a Technical SME on CSO related applications, systems, and tools (i.e. NICE inContact, Customer Relationship Management – CRM, Portal, etc.). Represent the CSO in technology related discussions.
• Build positive working relationships with the CSO, IT, Telecom and related systems support teams for the development, maintenance, usage, and monitoring of hardware and software systems.
• Develop strategies and recommendations for the appropriate technology solutions that create efficiencies and support the CSO in providing a world-class customer experience.
• Analyze Partner implementation requests and business requirements and identify any technology gaps. Participate in evaluating any new technology offerings.
• Identify project complexity from a technical perspective, such as estimated resources required and project duration. Work collaboratively with multiple internal and external groups (across multiple locations) to complete projects.
• Understand, plan, and adhere to the EVH IT and vendor applications standard software development lifecycle processes used within the various systems development organizations. Actively participate in the entire project and implementation lifecycle with IT, Telecom, CSO, and Partners.
• Coordinate with the CSO, IT, Telecom, and Partners to develop and manage testing support for technology updates and implementations including: developing test plans, defining test use cases/scenarios, defining expected testing results, conducting quality acceptance testing, documenting/evaluating results and addressing any issues.
• Collaborate with Training & Development and CSO leaders on any related applications, systems, and tools training materials.
• As a first point of contact for the CSO, provide support and troubleshoot issues for CS applications, systems, and tools (i.e. NICE inContact infrastructure). Gather required information from the CSO, assist with tracking, escalating, and collaborating with teams such as IT or Telecom, to recommend and complete corrective actions that reach timely issue resolution. Perform root cause analysis and share with the CSO.
• Identify inconsistencies and recommend modifications, additions, etc. to CS applications and tools to improve the complete customer experience.
• Develop relevant technical documentation and common issue troubleshooting materials for the CSO.
• Conduct ongoing maintenance activities, updates, and proactive health checks of the CSO applications, systems, and tools.
• As requested, produce system and applications reporting and provide recommendations on improvements.
• Meet with the CSO/Partners to create new business use cases and technical requirements. Understand the ongoing issues that they are trying to solve.
• Manage multiple requests simultaneously and effectively; prioritize work to meet all deadlines under tight time constraints.
• Ability to be flexible with schedule. Provide support off hours and weekend as needed.
• Perform related duties as assigned or requested.
• For Global applicants – Need to be able to work stateside hours of operation.

Qualifications

• Associates Degree or equivalent in Information Technology systems or related field, or equivalent years of experience.
• 3-5 years’ experience in technical applications, systems, or tools support.
• 1-3 years’ experience in call/contact center management systems and voice application systems and design (i.e., NICE inContact or similar types of systems).
• Experience handling complex technology projects and issues.
• Telephony and multi-channel contact center related applications and systems experience required.
• Extremely well-organized with excellent analytical, problem-solving, and planning skills.
• Excellent verbal, oral presentation, and written communication skills.
• Highly proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, graphics, technical logs and documentation.
• Exceptional active listening and interpersonal communications skills.
• Demonstrated ability in quantitative and qualitative analysis.

Requirements

• Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work. These requirements may be updated as needed by the business.

Benefits

• Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees.

Company Description

Evolent partners with health plans and providers to achieve better outcomes for people with the most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.