At GoHealth, we provide innovative technology solutions for the future of health care. So far, we’ve helped millions of people access affordable health care. And now we’re looking toward the future: We want to revolutionize the health care industry. There's no doubt that health reform will continue to change our business. As millions more consumers enter the market looking for health care, we'll be here to help them find it.

Included in the Deloitte Technology Fast500, Crain’s Fast 50, Top 100 Digital Companies, and 101 Best Places to Work, GoHealth continues to attract the best in the business. With award-winning technology specialists, savvy project managers, customer-focused sales people, creative marketing professionals, and countless other vital team members, our business keeps growing because we’re all passionate about what we do.

At GoHealth, it's our employees who drive our success, which is why we understand the importance of corporate culture. We encourage a casual dress code to help everyone feel comfortable, and our corporate benefits are unparalleled. When you join #TeamGoHealth, you’ll receive unlimited vacation days, flex Fridays, subsidized gym memberships, and most importantly, unlimited career growth opportunities.

Responsibilities

• Serves as the subject matter expert for contact center systems and tools, including but not limited to, Five9 and IEX.
• Provides technical support for all contact center systems and technical tools.
• Ensures SLAs are met or exceeded for all projects.
• Conducts business and technical requirement analysis, testing, and execution in support of the development of GoHealth’s contact center systems enhancements (software and hardware).
• Records, tracks, and documents Call Center Operational and Maintenance procedures (including disaster recovery). 
• Serves as the VoIP Administrator with Call Center systems support, maintenance, and enhancements.
• Ensures all script and routing changes for the call center telephony are completed within SLAs.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop or application level including installing and upgrading software, installing hardware, implementing appropriate data storage, and configuring call center systems and applications.
• Works with IT staff to implement system enhancements and bug fixes.
• Provides business analytical support to Call Center Operations team.
• Available by cell phone to assist in coordination of IT outages 24 hours a day/ 7 days a week.

• Holds Associate’s or Bachelor’s technical degree.
• Candidate has worked in IT or call center environment for at least two (2) years in a similar capacity.
• Working knowledge and troubleshooting experience in VoIP call center systems, Five9 preferred. Any VoIP certifications or formal training are a plus. 
• Working knowledge of call center workforce management and recording systems; IEX and Nice preferred.
• Highly proficient in learning new skills in software, data development, and analytics.
• Accepts full responsibility for the contributions to the business and for the quality of their work.
• Possesses strong focus on customer service and understands that he/she has internal and external customers to whom he/she provides services and information.
• Identifies what needs to be done and takes action before being asked; often making proposals to leadership on possible solutions.
• Able to effectively plan and prioritize work to manage time effectively and accomplish assigned tasks on time.
• Possesses high attention to detail and diligently attends to details and data integrity; pursues quality in accomplishing tasks.
• Needs to be flexible and open to change, considers a variety of issues that exist and recommends possible solutions.
• Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Can effectively present findings or translate data into an understandable document or presentation.