Specialist, Technology Support III

Position Purpose:

Will provide customer technical support, serving as the initial point of contact regarding customer inquiries for a Molecular Diagnostics Testing Catalog Web Application, working across multiple groups, including external customers, internal team of clinical staff and IT. Ensuring application users have a positive experience. Proactively assist stakeholders in getting the desired outcome from the application through troubleshooting issues and providing clear guidance and documenting solutions. Will escalate complex problems, identify recurring issues, and work with both clinical and product teams to improve product functionality and user experience. Will also contribute to the company knowledge base by creating and updating work instructions/documentation and FAQs. Actively research and resolve moderate to complex technical needs of customers by managing problems and making recommendations towards a solution. Ensure all documentation and procedures are current and accessible to all technicians. Research and propose solutions on procedures and controls for problem prevention.

Location:

This position is full-time (40 hours a week Monday-Friday) and onsite in Columbia, SC with Palmetto GBA - one of BlueCross BlueShield's South Carolina subsidiary companies.

SCA Benefit Requirements:

BlueCross BlueShield of South Carolina and its subsidiary companies have contracts with the federal government subject to the Service Contract Act (SCA). Under the McNamara-O'Hara Service Contract Act (SCA), employees cannot opt out of health benefits. Employees will receive supplemental pay until they are enrolled in health benefits 28 days after the hire date.

What You'll Do:

• Troubleshoot complex end-user problems. Restore technical service and equipment problems by analyzing, identifying and diagnosing cause and effect. Work with subject matter experts at second level support and management when necessary.

• Identify and determine root cause analysis. Document and implement procedures and controls for problem prevention. Develop troubleshooting techniques for typical moderate to complex issues.

• Act as a knowledge expert on specific applications and systems, assisting junior technicians and provide guidance to them on questions and escalated calls. Identify training gaps and needs for the area and work area trainers and/or quality assurance employees to implement improvements.

• Identify articles for the Knowledge Base. Ensure the Knowledge Base is utilized and kept current. Maintain call tracking database to enhance quality of problem resolutions.

• Act as a liaison with new business and incorporate their processes. Assist in site moves and changes.

• Proactively monitor processes, systems, and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention. Identify self-service options, call avoidance solutions.

To Qualify for This Position, You'll Need the Following:

Required Education:

• Bachelor's in a job-related field

Degree Equivalency:

• Associates degree plus an extra 2 years job related work experience for a total of 4 years of required work experience (see "required work experience")

OR

• 6 total years required work experience.

Required Work Experience:

• 2 years of technical help desk experience or other job-related experience.

Required Skills and Abilities:

• Strong customer service skills.

• Good problem-solving skills.

• Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.

• Understands technical problems and solutions in relation to the business environment.

• Understands the industry's business systems and processes.

Required Software and Other Tools:

• Proficient computer skills.

• Able to maneuver through commonly used applications and systems used in the industry.

We Prefer That You Have the Following:

• Strong writing and verbal skills allowing ability to communicate effectively with users.

• Responding to Customer inquiries.

• Experience using ticketing systems.

• A+ Certification

Work Environment:

• Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.

Our comprehensive benefits package includes the following:

We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.

• Subsidized health plans, dental and vision coverage

• 401k retirement savings plan with company match

• Life Insurance

• Paid Time Off (PTO)

• On-site cafeterias and fitness centers in major locations

• Education Assistance

• Service Recognition

• National discounts to movies, theaters, zoos, theme parks and more

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

What to Expect Next:

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilitiesand protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.comor call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's moreinformation.

Some states have required notifications. Here's more information.