IT & Dialer Management Specialist II - Marketing & Sales Support

MediGap Life specializes in affordable Medicare Health Plans. Launched in 2017, we have grown tremendously employing 130+ employees and housing offices in FL, NC, and NY.

With access to the nation's leading insurance carriers, we are seeking an IT & Dialer Management Specialist II to support our Marketing/Sales Division in spearhead Dialer Management (Convoso & Retreaver), Data Analyst, Personnel systems & CRM support, Learning Management System, and assist with Robotic Process Automation!

POSITION HIGHLIGHTS

Full-time, benefits-eligible

Onsite at our Boca Raton, FL office: 1900 Corporate Blvd NW, Boca Raton, FL

Hours: Monday - Thursday 9:00 AM -6:00 PM, Friday 9:00 AM - 3:30 PM EST

SUMMARY

Responsible for providing support on all company-supported applications and platforms; troubleshooting computer problems and advising on appropriate action steps; assisting with installation and updates of hardware and software; and project-based work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Internal End User Support Functions:

• Provide first-level contact and problem resolution for all users with hardware, software, and application problems

• Respond to requests for technical assistance in person, via phone, and electronically

• Diagnose and resolve technical hardware (computers, scanners, copiers, printers, etc.) and software issues

• Advise end users on appropriate action steps

• Follow standard IT System Support help desk procedures

• Log all help desk requests and interactions

• Redirect problems to appropriate resources

• Identify and escalate situations requiring immediate attention

• Track and route problems and requests and document resolutions

• Coordinate and relocate user workstations and telecom equipment as needed

• Provide professional customer service when working with end users on issues that arise

System Support Functions:

• Perform hardware (computers, scanners, copiers, printers, etc.) and software installations and upgrades

• Evaluate and resolve software-related issues

• Test and analyze existing and new areas of the IT systems

• Coordinate support between the different levels of IT and end users

• Perform and track regular maintenance on user workstations, copiers, printers, and phones to ensure optimal performance

External End User Support Functions: Support software installations for off-site agents; Provide support in using the email security portal and resetting passwords on that portal.

External End User Support Functions:

• Provide support with registering external agents with the email portal

• Provide support with resetting external agents' passwords

Special Projects:

• Work collaboratively with fellow staff to advance the values and mission of Medigap Life and Alliant by serving on relevant internal and external committees

• Assists with special projects/assignments as requested by members of management

QUALIFICATIONS

EDUCATION / EXPERIENCE

High School Diploma or GED required

Associate's degree preferred

Minimum 3 years of IT support experience required

Dialer management experience preferred

Prefer experience with Five9, Convosco, and Retreaver

PERKS AND BENEFITS:

Health Insurance*

Dental and vision insurance*

401(k) with company match*

Paid time off

Stable, friendly and professional environment that does not micromanage your work but rather rewards innovation

• Available the first of the month following date of hire

Equal Opportunity Employer; SMS participates in the E-Verify system

#LI-DR2

Other details

• Pay Type Hourly

• Min Hiring Rate $28.21

• Max Hiring Rate $30.77

Apply Now

• Boca Raton, FL, USA