Job Details

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. If you have experience with call center operations, IT Service Management ticketing systems like ServiceNow, and Microsoft 365, we hope you'll apply.

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

Job Responsibilities

• 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.

Job Qualifications

Education

• High School Diploma or equivalent required.
• Degree or Diploma in a Computer related field preferred.

Experience

• 2 years - Experience within a technical service call center environment is required.

Skills/Certifications

• 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.

Number of Openings Available
1

Worker Type:
Employee

Company:
BCBST BlueCross BlueShield of Tennessee, Inc.

Applying for this job indicates your acknowledgement and understanding of the following statements:

BCBST will recruit, hire, train and promote individuals in all job classifications without regard to race, religion, color, age, sex, national origin, citizenship, pregnancy, veteran status, sexual orientation, physical or mental disability, gender identity, or any other characteristic protected by applicable law.

Further information regarding BCBST's EEO Policies/Notices may be found by reviewing the following page:

BCBST's EEO Policies/Notices

BlueCross BlueShield of Tennessee is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at BlueCross BlueShield of Tennessee via-email, the Internet or any other method without a valid, written Direct Placement Agreement in place for this position from BlueCross BlueShield of Tennessee HR/Talent Acquisition will not be considered. No fee will be paid in the event the applicant is hired by BlueCross BlueShield of Tennessee as a result of the referral or through other means.