End User Support Specialist I

Brookdale Senior Living•Brentwood, TN

About The Position

Recognized by Newsweek in 2024 and 2025 as one of America's Greatest Workplaces for Diversity Make Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self, join us! You’ll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment status. Part and Full Time Benefits Eligibility Medical, Dental, Vision insurance 401(k) Associate assistance program Employee discounts Referral program Early access to earned wages for hourly associates (outside of CA) Optional voluntary benefits including ID theft protection and pet insurance Full Time Only Benefits Eligibility Paid Time Off Paid holidays Company provided life insurance Adoption benefit Disability (short and long term) Flexible Spending Accounts Health Savings Account Optional life and dependent life insurance Optional voluntary benefits including accident, critical illness and hospital indemnity Insurance, and legal plan Tuition reimbursement Base pay in range will be determined by applicant’s skills and experience. Role is also eligible for team based bonus opportunities. Temporary associates are not benefits eligible but may participate in the company’s 401(k) program. Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply. To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year. The application window is anticipated to close within 30 days of the date of the posting. Responsibilities Provides first level of support to Brookdale associates who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other Brookdale teams to understand specific support needs for applications and systems. Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness. Investigates problem, determines cause and takes action steps necessary to resolve the issue and verifies resolution. Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel. Adapts to process and procedure changes as communicated to promote a world class support organization. Works directly with team members to understand end user support needs for applications and systems; may consult with other teams. May be asked to assist with escalation support for other End User Support associates; could be asked to train some members of the team. Identifies common end user support topics and will communicate with supervisor or more senior member of the team. May assist implementing resolution. Stays informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams. May assist with projects related to hardware and software roll-outs or other implementations. May be called upon to travel for support and project work as needed. Encourages teamwork through cooperative interactions with co-workers. Establishes and maintains effective working relationships with IT staff, other Brookdale associates, and vendors. This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

Requirements

High school education is required, and one to two years of related experience is preferred.
Has a working knowledge of a skill or discipline that requires basic analytic ability.
Has an overall understanding of the work environment and process.
Has working knowledge of the organization.
Must have good organizational skills and attention to detail.
Will generally work with limited supervision; should have ability to independently perform work tasks.

Nice To Haves

Associate’s Degree or higher is preferred.

Responsibilities

Provides first level of support to Brookdale associates who are having system and procedural problems across a variety of technologies and systems.
Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation.
At times, may work with other Brookdale teams to understand specific support needs for applications and systems.
Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system.
Meets or exceeds standards for resolution and call responsiveness.
Investigates problem, determines cause and takes action steps necessary to resolve the issue and verifies resolution.
Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel.
Adapts to process and procedure changes as communicated to promote a world class support organization.
Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
May be asked to assist with escalation support for other End User Support associates; could be asked to train some members of the team.
Identifies common end user support topics and will communicate with supervisor or more senior member of the team.
May assist implementing resolution.
Stays informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams.
May assist with projects related to hardware and software roll-outs or other implementations.
May be called upon to travel for support and project work as needed.
Encourages teamwork through cooperative interactions with co-workers.
Establishes and maintains effective working relationships with IT staff, other Brookdale associates, and vendors.
An associate should perform all duties as assigned by his/her supervisor.

Benefits

Full suite of health insurance, life insurance and retirement plans are available and vary by employment status.
Part and Full Time Benefits Eligibility Medical, Dental, Vision insurance 401(k) Associate assistance program Employee discounts Referral program Early access to earned wages for hourly associates (outside of CA) Optional voluntary benefits including ID theft protection and pet insurance
Full Time Only Benefits Eligibility Paid Time Off Paid holidays Company provided life insurance Adoption benefit Disability (short and long term) Flexible Spending Accounts Health Savings Account Optional life and dependent life insurance Optional voluntary benefits including accident, critical illness and hospital indemnity Insurance, and legal plan Tuition reimbursement
Role is also eligible for team based bonus opportunities.
To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.

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