Telecommunications Support Analyst I

SelectQuote, Inc.•UNAVAILABLE, Remote

11d

About The Position

The Telecommunications Support Analyst I supports the daily operations of internal contact center solutions and manages contact center platforms and integrations across the business. The role works closely with marketing, workforce, sales, and other departments, requiring attention to detail, strong research and communication skills, and a desire to improve current and future project builds. This position has no direct supervisory responsibilities. The analyst manages phone-system user onboarding and offboarding, documents agent role changes and permissions, configures wallboards and supervisors, and handles escalated helpdesk tickets assigned to the Telecommunications Team. The role also provides day-to-day assistance with testing, troubleshooting, and researching configurations across phone-system and CRM applications; collaborates with QA and App Dev teams on new functionality and integration strategies; works with reporting and analytics through the call center platform; and builds and tests IVRs, outbound dialing configurations, connectors, and API integrations between the phone system and CRM. Work is performed indoors in an office environment, with periodic travel to other office and operational sites possible. The work environment may involve office-related safety and health hazards, and noise is usually moderate. The role involves prolonged periods of sitting at a desk and working on a computer.

Requirements

Bachelor’s degree in an IT-related field, or equivalent work experience.
At least one year of experience supporting IT systems and providing end-user support.
High level of self-motivation and ability to accomplish goals independently.
Ability to reason and think logically.
Familiarity with VCC technologies and hosted phone solutions.
Strong troubleshooting skills to identify problems quickly.
Basic project management knowledge, including methods and practices.
Excellent oral and written communication skills.
Excellent customer relationship skills.
Moderate knowledge of infrastructure solutions and topology.
Strong organization skills and attention to detail.

Responsibilities

Manage onboarding and offboarding procedures for phone-system users.
Document and complete procedures for agent role changes and permissions.
Assist with wallboard and supervisor configuration for Workforce and Sales teams.
Manage escalations for helpdesk tickets assigned to the Telecommunications Team.
Provide day-to-day assistance with testing, troubleshooting, and researching configurations across phone-system and CRM applications.
Work with QA and App Dev teams to test new functionality and research integration strategies.
Work closely with reporting and analytics through the call center platform.
Build and test IVRs, outbound dialing configurations, connectors, and API integrations between the phone system and CRM.

Benefits

Competitive medical, dental, and vision insurance.
HSA/FSA.
Voluntary hospital indemnity, critical illness, accident insurance, and short-term disability coverage.
Voluntary life insurance for the employee, spouse, and dependents.
Company-paid basic life insurance and long-term disability.
Retirement plan with employer match contribution and profit share.
Tuition reimbursement program.
Company perks and discount program.
Wellness and financial education resources.
Employee Assistance Program.
Incentive plans; eligible candidates may also participate in incentive compensation or short-term incentive plans.