Consumer Cloud Specialist - Service Desk

Full time 40 hrs per week Monday Friday (Schedule will be an 8 hr shift between support hours of 7:00am5:30pm (youll hear more details in the interview process)  

Hybrid role 1 Day in the office per week.  

About the role: As your primary focus you will provide phone/email support to external customers (members providers etc. interacting with Wellmark. As time allows support Internal Wellmark staff in troubleshooting and resolving hardware software connectivity related issues.  Assist External customers in the support and troubleshooting of Wellmark navigation applications and how to questions.  Will be needed to provide 24x7 on call when scheduled. Responsible for providing service desk incident triage to resolution. Will follow processes and procedures and document clearly incidents problems as appropriate within Wellmark tools. 

Our Ideal Candidate: You look forward to providing top notch customer service while helping the customer with their Technology issue.  Customer service isnt just something you do it is something that fulfills you at the end of the day. You are naturally inquisitive to building relationships with the business.  You feel strong when mentoring and coaching employees. You have knowledge of user side technology and ability to troubleshoot effectively documenting all information within the ticketing tool. 

Qualifications :

Required: 

• High School diploma or GED 
• 1 years experience in a technical help desk/or customer service/call center/or customer engagement environment 

OR  

• Associates degree 
• Successful completion of a technical internship program in a corporate environment 

AND 

• Effective troubleshooting/problem solving skills; breaking down problems to find the rootcause. With the ability to generate solutions 
• Strong written and verbal communication skills in order to effectively communicate technical subject matter to both technical and nontechnical audiences all while maintaining a high level of customer service 
• Ability to be a selfdriven reflective team member who can handle the variety of tasks assigned through innovative thinking organization and effective prioritization 
• Multitasking skills Participate manage and/or direct multiple activities and resources simultaneously to accomplish goals. 
• Prioritization/time mgt skills The prioritization of multiple tasks and activities in order to maximize personal efficiency. Flexible and adaptable to change 
• Ability to assist in Technology needs after business hours for example equipment moves 24x7 on call support 
• Requires travel between 510 and has an essential function of lifting or carrying up to 50lbs. 

  Preferred: 

• Microsoft Technologies 
• Desktop management tools in an enterprise environment 
• Service Desk experience in an enterprise environment 

Additional Information :

a. Provide support to external customers; troubleshoots setup/installation of personal computing/voice systems hardware software and networking related issues following documented process procedures. 
 
b. Ensure support and service requests are properly documented as indicated by established support documentation prescribed Service Legal Agreements and/or other knowledge management systems. Coordinate requests submitted for hardware and software while collaborating with appropriate Wellmark teams to adhere to standard hardware and software policies. 
 
c. In collaboration with Consumer Cloud Specialists or Analysts will assist test and support Wellmark Technology services. 
 
d. Take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes. Work to restore services to the customer as soon as possible; escalating incidents to other support teams where necessary. 
 
e. Create maintain and publish review documentation. Ensure is up to date and accurate in the knowledge management system. 
 
f. Participates in peer to peer training and/or mentoring others. 
 
g. Ability to assist in Technology needs after business hours for example equipment moves 24x7 on call support. 
 
h. Other duties as assigned. 

All your information will be kept confidential according to EEO guidelines.

An Equal Opportunity Employer

The policy of Wellmark Blue Cross Blue Shield is to recruit hire train and promote individuals in all job classifications without regard to race color religion sex national origin age veteran status disability sexual orientation gender identity or any other characteristic protected by law.

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