Call Center Technical Support Analyst

| Chicago
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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 (Five9, 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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • BashLanguages
    • ReactLibraries
    • PandasLibraries
    • Scikit-LearnLibraries
    • NumpyLibraries
    • DockerLibraries
    • JenkinsLibraries
    • SpringFrameworks
    • TensorFlowFrameworks
    • SpringbootFrameworks
    • AWSFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • BlueshiftCRM
    • MarketoLead Gen
    • AmplitudeLead Gen

Location

Our company is in the River North area with plenty of coffee shops and restaurants. GoHealth is near the Chicago Brown line and bus stops close by.

What are GoHealth Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
We have recently become public and will allow employees to purchase stock during certain times.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 6 weeks of paid recovery time for new mom's and two weeks of bonding time to all new parents.
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is Occasional bring your pet to work days.
Recreational Clubs
We have runners groups, volleyball groups and other
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In addition to virtual company wide sponsored Health & Wellness Initiatives, employee referral bonuses, open vacation policy, we offer a work from home stipend to all new employees. We know that this pandemic has been difficult and working from home is a change. Every new employee receives access to a Work From Hope stipend to purchase items that will make your work from home experience much more comfortable.

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