Contact Center Platform Support Specialist I

Job not on LinkedIn

🔥 0 minutes ago

🌵 Arizona, New Mexico, +1 more states – Remote

🌵 Arizona – Remote 🌶️ New Mexico – Remote 🤠 Texas – Remote

💵 $18 - $20 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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UnityBPO

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

UnityBPO is a healthcare technology company dedicated to enhancing the clinical and patient experience through robust technological solutions. They provide multi-tier 24/7 technical support, electronic health record (EHR) and clinical services, telehealth support, and IT services to healthcare institutions, including hospitals, physician practices, and home health providers. UnityBPO focuses on optimizing healthcare operations with their UnityWithin™ platform, offering enterprise automation, performance analytics, and collaboration tools. The company also emphasizes patient and family engagement through remote monitoring, education, and telehealth services, aiming to reduce provider burnout and improve clinician retention.

📋 Description

• Provide Level 1 support by responding to incidents, service requests, and technical issues • Assist with user account creation, permissions, and profile maintenance • Monitor contact center platform health and escalate issues when necessary • Support basic configuration of queues, skills, campaigns, and agent profiles • Assist with maintaining IVR menus, call routing, and call flow documentation • Perform basic troubleshooting of voice quality, login, headset, and connectivity issues • Document incidents, resolutions, and support activities within the ticketing system • Assist with user acceptance testing for system updates and new functionality • Support end-user training and create or update user documentation and knowledge articles • Generate routine operational reports and performance dashboards • Coordinate with telecommunications vendors and internal IT teams during issue resolution • Follow HIPAA, security, and organizational policies when supporting contact center operations

🎯 Requirements

• Associate degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field, or equivalent work experience • 0–2 years of experience in a help desk, technical support, customer service, or contact center environment • Strong customer service and communication skills • Basic troubleshooting and analytical abilities • Ability to quickly learn new software applications and cloud technologies • Strong organizational skills and attention to detail • Ability to work independently and collaboratively within a team environment • Basic contact center operations knowledge • User account administration • Incident management • Ticket management • Microsoft Office Suite and Microsoft Excel • Basic reporting • Call queue administration • IVR fundamentals • Cloud application support • Documentation • Exposure to cloud contact center platforms such as Five9, RingCentral, Genesys, NICE CXone, or Cisco preferred • Basic understanding of VoIP or telecommunications concepts preferred • Familiarity with call center operations or customer service environments preferred • Healthcare customer service or patient access experience is a plus • Five9 Administrator Certification preferred, or willingness to obtain certification after hire

🏖️ Benefits

• Potential for Long-Term Employment after the 3–6 month contract • Five9 Administrator Certification or willingness to obtain certification after hire • Equal opportunity employer