Our client, a tele-healthcare company in Boston, MA, is looking for a Network Operations Center Specialist. As a Network Operations Center Specialist, you will play a key role in the day to day operations of the Online Care Group, including 24/7/365 physician support, escalation resolution, and real-time monitoring of volume utilizing workforce management tools. Client is looking for full time employees who have flexible schedules and can work either overnight, evening or weekend hours.
This is a temporary position with a possibility to turn full-time for the right candidate, and starts immediately! Interested candidates may reply with their resumes and we'll get in touch.
Acts as the main point of contact for all provider-related support questions and issues
Manages a running queue of support escalations in conjunction with other team members, escalates to respective team as needed.
Monitors real-time call traffic to ensure service levels are met
Uses critical thinking skills to prioritize and problem solve escalations
Monitors and supports the company’s production systems and applications
Assists in monitoring intra-day staffing levels and provider availability utilizing workforce management tools
Upholds tracking of all support escalations utilizing Salesforce tools
Associate Degree or Bachelor Degree preferred
Robust interpersonal and communications ability, including strong writing skills
Adaptability in a fast-paced start up environment
Fast learner, ready to jump right in with little direction
Ability to effectively communicate via phone, video-conference, and written communication such as live agent chat and email
Keen attention to detail and the ability to multi-task
Proficient in all basic computer functions and programs, including Microsoft Office Suite
Strong customer service orientation and the ability to interact with diverse groups
A proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environment