Web Support Associate

Internal and external technical support service and customer relationship management, first line of technical   support, help desk technology support and occasional, site support.

• Working independently with minimum supervision, responds to telephone calls, emails and other requests for technical support from internal and external customers, stakeholders and business partners.
• Offers technical support to all constituents, including members, providers, employer groups, agents, and   employees on all self-service features and tools on bcbsm.com.
• Identifies, researches, analyzes and documents the resolution of problems submitted.
• May be required to coordinate problem resolution across departments, escalate to the appropriate business area and follow through as necessary. 
• May develop, document, and maintain operational procedures and related reports for telephone support, functions and business processes.
• Has technical knowledge of commonly-used concepts, practices, and procedures within the information technology and health care fields. 
• Must be analytical thinker that can evaluate errors and determine where in the processes the errors occurred.
• May be required to provision secure access to callers upon request.
• Other duties as assigned.

"Qualifications"

• Associate's Degree in related field preferred.
• Minimum 2 years technical servicing experience preferred.
• Minimum 2 years customer servicing in a high-call volume environment required with proven success. 
• Excellent analytical, organizational, proven verbal and written communication skills
• Knowledge of IT security policy and practices, self-service web and application interfaces, features and tools
• Proven ability to address problems using creative and innovative methods
• Intermediate to advanced skills and experience working with Microsoft Outlook, Excel, Word, and SharePoint
• Analytical experience required to identify data discrepancies and determine root causes
• Ability to multi-task and navigate between multiple systems, web platforms and applications to resolve issues
• Flexibility in scheduling
• Other related skills and/or abilities may be required to perform this job

Departmental Preferences:

• Experience with troubleshooting Web related issues and inquiries is preferred. 

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.