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Call Center Technical Support Analyst

Lindon, UT

GoHealth is seeking a Call Center Technical Support Analyst that will provide technical support services to all of GoHealth’s contact center applications. You will have Five9 knowledge, virtual contact center experience and enjoy finding solutions for internal customers. This is a great role for a solution orientated person that enjoys providing great customer service and thrives within a call center environment. You will report to a Telephony Manager and work with a growing team.

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities’ and the CDC.

Responsibilities:

  • Provide technical support of the Sales Contact Center VCC, including Five9, technical tools, and Jira ticket management system.
  • Ensure service level agreements are met for projects and support issues
  • Conduct technical analysis and testing to support GoHealth’s contact center systems enhancements (software and hardware)
  • Work as the VCC support analyst with Contact Center systems and users
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Participate in the 24/7 Contact Center on call process (rotating schedule)

Skills and Experience: 

  • 2+ years of call center and customer service experience
  • Experience installing and troubleshooting VoIP call center systems (Avaya, Cisco)
  • 5+ years of professional experience or AS, BS, BA Degree
  • Telephony systems experience considered a strong plus
  • Proficiency in the ability to learn new software, data development and analytical skills

Benefits and Perks: 

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Employee Interest Clubs
  • Charitable Events 
  • Monthly event calendars, newsletters and wellness activities 
  • Birthday Celebration recognition
  • GoHealth is an Equal Opportunity Employer