Network Operations Center Specialist - Overnight Shift

Our client, an innovative and well established tele-health company in Boston, MA, is looking for multiple Network Operations Center Specialists to join their busy team!

THIS POSITION IS AN OVERNIGHT ROLE. Hours are 10pm-8am 4 days/week with opportunity for OT.

Due to COVID-19 this role will begin remotely but candidates must have flexibility to work onsite in the Boston location for the overnight shift

As a Network Operations Center Specialist, you will play a key role in the day to day operations of the Online Care Group, which includes 24/7/365 physician support, escalation resolution, and real-time monitoring of volume utilizing workforce management tools. Ideally, we are looking for employees who have a flexible schedule and can work some evening/weekend hours. 

This is a temp to hire position for the right candidate. This role is moving quickly and we are looking for candidates who can start ASAP. Please reply with your resumes and we'll get in touch.

Responsibilities:

• 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

Qualifications:

• 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

All candidates must pass a background check prior to starting.

Compensation: $17/hr.

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