Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina …and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Job Title: Specialist, Technology Support II

Position Details:

• Role is 100% onsite at I-20 @ Alpine Road; Columbia, SC 29219.
• Work Hours: Standard 8 Hour - Shift between 6:30 am - 6:30 pm (Flexibility is preferred for OT).
• Looking for not only customer service experience but also strong background in technical support within their customer service experiences.

Team Name: Technology Support Center

Nice To Have: 

• Citrix 
• VPN 
• Microsoft Products (Outlook, Teams)  

Day To Day: Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas.

Soft Skills: 

• Ability to multitask. 
• Ability to troubleshoot.
• Strong communication skills.

The Team:

• 1 Supervisor.
• 17 technicians.

Duties:

• Actively research and resolve moderate to complex technical needs of customers by managing problems and making recommendations towards a solution. Ensure all documentation and procedures are current and accessible to all technicians. Research and propose solutions on procedures and controls for problem prevention. 
• 30% Troubleshoot complex end-user problems. Restore technical service and equipment problems by analyzing, identifying and diagnosing cause and effect. Work with subject matter experts at second level support and management when necessary. 
• 20% Identify and determine root cause analysis. Document and implement procedures and controls for problem prevention. Develop troubleshooting techniques for typical moderate to complex issues. 
• 20% Act as a knowledge expert on specific applications and systems, assisting junior technicians and provide guidance to them on questions and escalated calls. Identify training gaps and needs for the area and work area trainers and/or quality assurance employees to implement improvements. 
• 15% Identify articles for the Knowledge Base. Ensure the Knowledge Base is utilized and kept current. Maintain call tracking database to enhance quality of problem resolutions. 
• 10% Act as a liaison with new business and incorporate their processes. Assist in site moves and changes. 
• 5% Proactively monitor processes, systems, and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention. Identify self-service options, call avoidance solutions. 

Required Skills and Abilities: 

• Required Education: Bachelor's degree in Computer Science, Information Technology or other job-related degree. or an Associate Degree in Computer Science, Information Technology or other job-related degree OR 2 years of job-related work experience plus 2 years of technical help desk experience or other job-related experience. 
• Required Work Experience: 2 years of technical help desk experience or other job-related experience. 
• Preferred Licenses and Certificates: A+ certification.
• Strong customer service skills. Good problem-solving skills. 
• Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. 
• Understands technical problems and solutions in relation to the business environment. 
• Understands the industry’s business systems and processes. 
• Required Software and Other Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry. 
• Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center. 

Pay Transparency:

• This is the pay range that Magnit reasonably expects to pay someone for this position is $17.59/hour - $23.45/hour. 
• Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more. 

Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty. If you're ready to join in a diverse company with secure, community roots and an innovative future, apply for a position now!