Local Site Administrator

North End Teleservices, LLC•Omaha, NE

About The Position

The local site administrator (LSA) role involves being the first responder for troubleshooting most software and hardware related issues at the CCO. This includes but is not limited to: NGD password lockouts; checking system stability by completing periodic tests; responding to reports of errors in person and via feedback channels; providing real-time assistance for CCO users experiencing issues; escalating issues as needed to third party contacts including our customers, CMS; comprehensive testing of NGD processes prior to new releases; creating and maintaining NGD ID's; completing training as assigned to stay current with CCO-specific knowledge; and walking the CCO production floor as a means of proactively seeking out-on going and potential system issues. Their aim is to support the CCO in resolving and any all computer-related issues as efficiently as possible

Requirements

HS Diploma required, associate degree or higher preferred.
3 years or more experience in customer service
Strong knowledge of the Siebel application preferred.
Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with all levels of the organization.
Knowledge of contact center and reporting technology.
Ability to install and troubleshoot software/hardware and desktop Windows systems, as well as mobile devices.
Strong Computer skills with proficiencies in Office 365, Active Directory, Microsoft Exchange, Microsoft Dynamics, Cloud Based Software, and Tableau.
Ability to train end users.
Ability to work well with all levels of employees and management.
CMS program knowledge and business processes preferred.
Strong analytical and organizational skills.
Must have strong interpersonal and customer service skills.
Excellent command of the English language, effective use of grammar skills.
Demonstrated ability to prioritize tasks.
Troubleshooting, Problem Solving, Assisting in Tasks in a Team, Listening, Verbal Communication, Building Relationships, Math Skills, Interpersonal Savvy, Multi-tasking.
Diversity, Equity, and Inclusion as a leadership competency is a measure of success within NET.
Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.
Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
Abides by and lives out company values of: Respect for our clients, each other, and self Integrity in everything we do Truth open and honest communication with each other and our clients Improvement innovation, creativity and always strive to be our best and do our best Service utmost and foremost Diversity of thought, work, and life experiences
Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.
This position has no supervisory responsibilities.

Responsibilities

Respond to and communicate with Customer Service Representatives to support their use of the Next Generation Desktop (NGD) and associate websites
Assist the LSA Manager in associated project tasks
Ensure that tracking and reporting requirements are consistently maintained and updated at all times at each location (and sub-contractor) in regard to helpdesk tickets opened, closed, pending, User ID's, accurate number of licenses and disabled accounts, as assigned by the LSA manager
Diagnose troubleshoot and fix configuration issues pertaining to the NGD system for both Medicare and Marketplace Customer Service Representatives
Escalate issues pertaining to the NGD, Healthcare.gov, and medicare.gov sites as needed if unable to fix locally
Track escalated issues to completion
Attend regularly scheduled conference calls to create a virtual call center and maintain a team environment
Assists the LSA Manager in the evaluation and creation of business processes to improve future decisions
Recommends workable solutions to difficult complex problems
Facilitate the deployment and configuring of personal computers
Work with supervisory staff at all call centers for the CMS program including sub-contractors
Provides recommendations to LSA Manager for creating and refining current Stand Operating Procedures that involve Call Center Operations and NGD Siebel application as required; and work with the subcontractors in the creation of and maintenance of Stand Operation Procedures (SOP)
LSA will routinely assist with Support of NGD release this will include user acceptance testing (UAT)
Provide support to other internal systems and business processes
Able to accurately track the detail required to ensure the call center maintains compliance with SOP
Provides the appropriate follow-up, trouble shooting, and reporting as outlined in existing Process and procedure guidelines
Coordinate the use of Ace Messaging for alerts created by the communications group
Coordinate with the facilities department or Program for internal moves of people and equipment
Assist Local IT installing operating systems, configuring email accounts, troubleshooting IP and connectivity issues, ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration as needed
Enforce licensing agreements and developing a storage management program and providing routine backups. Install and maintain network hardware and software.
Work off-shift as necessary
Occasional travel to CMS or other sites for application maintenance training
Regular and predictable attendance is require