Telephony Support Analyst

GoHealth Intro: 

As a leading health insurance marketplace, GoHealth’s mission is to improve access to healthcare in America. For customers, enrolling in a health insurance plan is confusing and difficult, and seemingly small differences between plans can lead to significant out-of-pocket costs or lack of access to critical medicines and even providers. We use our technology, agents, and expertise to cut through the confusion and get customers enrolled in a plan with the right coverage and benefits.

Why Apply: 

GoHealth has established a culture where our employees feel empowered, engaged and inspired. We are looking for builders who will contribute to the long-term health of the company. We also understand that you may not check every box in our requirements list, most applicants don’t! In fact, frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply today!

About the Role:

The Telephony Support Analyst provides platform technical support to all of GoHealth’s contact center programs / business units.  This role will serve as an integral member of the Telephony (CCTS) team to support internal customers to identify telephony issues, assess their impact, formulate potential alternatives, and implement solutions.

What you'll do:

• Provide telephony support of the Sales Contact Center VCC – including but not limited to Five9
• Provides technical support for all contact center systems and technical tools, including, but not limited to the use of the Jira ticket management system
• Ensures SLAs are met or exceeded for support issues
• Conducts technical analysis and testing in support of GoHealth’s contact center systems enhancements (software and hardware)
• Works as the VCC support analyst with Contact Center systems and users
• Identifies and learns appropriate software and hardware used and supported by the organization
• Works with IT staff to implement system enhancements and bug fixes
• Available by cell phone to assist in coordination of system outages –  24 hours a day / 7 days a week
• Participates in the 24/7 on call process (rotating schedule)

What we're looking for: 

• 2+ years of experience working in a telephony or IT role in a contact center environment
• Working knowledge and experience installing, upgrading and troubleshooting VoIP call center systems considered a strong plus (Avaya, Cisco, RingCentral)
• AS or BS / BA Degree preferred
• VoIP certifications in Five9 or similar systems considered a strong plus
• Telephony systems experience considered a strong plus
• High proficiency in the ability to acquire and learn new skills in software, data development and analytics
• Strong customer service aptitude, teamwork and relationship management skills
• Excellent organizational and process management skills, workflow prioritization and project management

Benefits and Perks:

• Open vacation policy because work life balance is important
• 401k program with company match
• Employee Stock Purchase Program
• Medical, dental, vision, and life insurance benefits
• Paid maternity and paternity leave
• Professional growth opportunities
• Generous employee referral bonuses
• Employee Resource Groups
• Work from Home Stipend
• GoHealth is an Equal Opportunity Employer

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.

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