Our client, a large health insurance company in Watertown, MA is hiring for an experienced IS Technical Customer Service Manager. They are looking to fill this position ASAP. If you meet the below qualifications and are looking to join a stable, reputable organization, please apply.
Minimum of 3 years’ experience in technical customer service and support role, preferably in a call center environment
Bachelor’s degree in Computer Science or Computer Technology preferred.
Technical certification in one or more current Microsoft Windows operating systems, Network Administration, A+, Network +, Microsoft Certified Desktop Technician, ITIL v3 Foundations or equivalent preferred.
Proficient level understanding of Help Desk, Service Request and Problem Management
Demonstrated proficiency in IT software support, service and configuration Management including but not limited to the following technical concepts or applications:
Experience with Network Diagnosis and Troubleshooting including understanding of Wireless and DSL connectivity
Information Security – Access control, authentication, threat prevention and user education
Remote Control, Diagnostic and software deployment tools
Decision Trees and Root Cause Analysis
Enterprise Email, Calendaring and Instant Messaging
Microsoft Office Suite – Word, Excel, PowerPoint, Visio and Access
Microsoft Management Console
Microsoft Active Directory Services
Windows, Unix and Lenox environments
Systems Computer/Console Operations
Systems Security and User Administration
Systems Software Installation & Upgrade
Exceptional customer service and problem solving
Proficient oral and written communications skills including the ability to effectively communicate technical instructions and information to team members and end-users.
Advanced competency in adaptability, including the ability to quickly learn complex technical and business processes, applications and technology
Proficient ability to work independently but productively, and cohesively with team members, end users, and THP colleagues at all levels of skill, seniority and role, without regard to gender, race, culture, creed, ethnicity or age, fostering an atmosphere of trust, competency and respect.
Proficient organizational skills, with ability to self-prioritize work, multitask; adjust to changing priorities, and to function in a fast-paced, dynamic environment.
Must have digital dexterity and communication skills to enable reasonably accurate data entry while conversing via telephone.
Requires prolonged periods of sitting, and ability to wear a telephone headset to perform job duties.
Must have the ability to clearly communicate both orally and in writing in the English language, and to be clearly understood via telephone.
Department hours of operation are 7:00 am – 5:00 pm Monday through Friday.