Customer Service Operations Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Evolent

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚕️ Healthcare Insurance

🏥 Healthcare

☁️ SaaS

Healthcare Insurance • Healthcare • SaaS

Evolent is a healthcare company focused on improving care outcomes through its comprehensive management solutions across multiple medical specialties. They aim to enhance the patient care journey by offering coordinated services in areas like oncology, cardiology, musculoskeletal disorders, and primary care, while ensuring high-quality treatment pathways and cost management. Evolent believes every person deserves quality care, striving to align treatment guidelines and innovative approaches to meet patient needs effectively.

📋 Description

• Become a technical subject matter expert on Customer Service Organization applications, systems, and tools, including NICE inContact, CRM, and portals • Represent the Customer Service Organization in technology-related discussions • Build relationships with Customer Service, IT, Telecom, and systems support teams • Develop technology strategies and recommendations to improve customer-service efficiency and experience • Analyze partner implementation requests and business requirements and identify technology gaps • Evaluate new technology offerings • Estimate technical project resources and duration and collaborate with internal and external groups to complete projects • Follow IT and vendor application software development lifecycle processes throughout projects and implementations • Coordinate testing support, including test plans, use cases, expected results, quality acceptance testing, documentation, and issue resolution • Collaborate on training materials for applications, systems, and tools • Provide first-point-of-contact support and troubleshoot Customer Service applications and tools • Track and escalate issues, recommend corrective actions, and perform root cause analysis • Identify inconsistencies and recommend modifications to improve the customer experience • Develop technical documentation and troubleshooting materials • Conduct maintenance, updates, and proactive health checks • Produce system and application reports and recommend improvements • Create business use cases and technical requirements with Customer Service and partners • Manage multiple requests and prioritize work to meet deadlines

🎯 Requirements

• Associate’s Degree or equivalent in Information Technology systems or related field, or equivalent years of experience • 3-5 years’ experience in technical applications, systems, or tools support • 1-3 years’ experience in call/contact center management systems and voice application systems and design, such as NICE inContact or similar systems • Experience handling complex technology projects and issues • Telephony and multi-channel contact center related applications and systems experience required • Extremely well-organized with excellent analytical, problem-solving, and planning skills • Excellent verbal, oral presentation, and written communication skills • Highly proficient with Microsoft Office Suite or related software • Exceptional active listening and interpersonal communications skills • Demonstrated ability in quantitative and qualitative analysis • Ability to work stateside hours of operation for global applicants • Ability to work flexible schedules, including off hours and weekends as needed • High-speed broadband internet connection of at least 50 Mbps and ability to set up a wired home-network connection • Government-issued photo ID, comprehensive background check, in-person I-9 verification, and possible drug screening prior to employment

🏖️ Benefits

• Work/life balance • Flexible work arrangements • Autonomy • Health insurance benefits for qualifying employees • Equal opportunity employer • Reasonable accommodation support