GuideWell
What is My Impact?
Associate Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. Typically resolves basic problems while referring more complex problems to more senior Technology Specialists or Tier 2 and 3 support.
What are My Key Responsibilities?
- Assist customers via phone, instant messaging and ticket support
- Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware
- Analyze, document, and resolve issues and requests
- Refer more complex issues and requests to more senior Technology Specialists
- Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service
- Utilizes scripts and available tools when assisting customers
- Provide input to and modifies department documentation
- Responsible for safeguarding sensitive data and security credentials, including passwords, that they are exposed to while performing technical support
- Assist with project, initiatives and implementations as assigned
What is Required?
- 1+ years related work experience. Experience Details:
- High school diploma or GED
- Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
- Ability to manage tasks independently and take ownership of responsibilities
- Ability to learn from mistakes and apply constructive feedback to improve performance
- Ability to communicate technical information clearly and articulately
- Ability to adapt to a rapidly changing environment
- Shiftwork required – Must be able to workday, night, and weekend shift rotations, which may include overtime and holidays
What’s Preferred?
- Bachelor’s degree in a related field
- Technical Help Desk or Call Center experience at Florida Blue
- Florida Blue or Guidewell experience
General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
What We Offer:
As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.
To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:
- Medical, dental, vision, life and global travel health insurance;
- Income protection benefits: life insurance, Short- and long-term disability programs;
- Leave programs to support personal circumstances;
- Retirement Savings Plan includes employer contribution and employer match;
- Paid time off, volunteer time off, and 11 holidays
- Additional voluntary benefits available; and
- A comprehensive wellness program
Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.
To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.
Typical Hourly Pay Range: $20 – $26
Hourly Pay Range: $20 – $33
Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.