• Maintains and optimizes the organization’s Charge & Quality Capture tools in accordance with established Service Level Agreements (SLAs) • Monitors system alerts and proactively supports ongoing solution performance and stability • Identifies, documents, and escalates issues to appropriate internal teams and external vendors as needed • Provides timely support and guidance to stakeholders through the incident ticketing system • Executes assigned operational and project-based tasks to support system functionality and performance • Evaluates system performance and recommends enhancements to improve efficiency, reliability, and user experience • Supports integrated testing for new installations, upgrades, and system configurations to ensure integrity prior to User Acceptance Testing (UAT) • Collaborates with assigned vendors to resolve issues, coordinate updates, and support system enhancements • Maintains and adheres to IT policies, procedures, and standard operating procedures (SOPs) • Tracks and manages performance metrics, including system uptime, incident management KPIs, and other prescribed measures • Safeguards operations and ensures HIPAA compliance by maintaining strict confidentiality and adhering to regulatory and organizational guidelines • Delivers application training, as needed, to Clinical and Revenue Cycle Management (RCM) team members.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a dedicated Phone Systems Support Specialist to join our Support Team. In this role, you will serve as the technical backbone for our organization's communication infrastructure, ensuring seamless connectivity and high-quality voice services. You will be responsible for diagnosing complex VOIP issues, maintaining rigorous documentation, and optimizing processes to prevent future disruptions. This position requires a blend of technical acuity and a service-oriented mindset, as you will own the resolution of issues from identification to completion while communicating effectively with stakeholders across the business. - Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation. - Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations. - Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime. - Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base. - Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements. - Translate technical details into clear, understandable information for non-technical stakeholders and users. - Proactively identify opportunities to innovate and improve current communication workflows and systems. Qualifications - Dependable: You are exceptionally reliable, delivering quality work on time without the need for close supervision. - Adaptable: You embrace ambiguity and lead through change, viewing uncertainty as an opportunity to innovate. - Ambitious: You actively seek stretch opportunities and take ownership of your professional growth. - Curious: You are a self-directed learner who asks insightful questions and challenges assumptions to drive improvement. - Collaborative: You build trust across teams and align stakeholders to help others succeed. - Innovative: You look beyond obvious solutions to design creative and practical improvements. Requirements - Must have: - Minimum of 2 years of experience in VOIP support, with a proven ability to manage and resolve escalated issues cleanly. - Demonstrated proficiency in diagnosing and resolving common phone and VOIP-related technical issues. - Proven track record of documenting technical fixes and maintaining up-to-date Standard Operating Procedures (SOPs). - Foundational understanding of basic networking concepts relevant to voice communications. - Strong verbal and written communication skills, with the ability to articulate technical solutions to non-technical stakeholders. - Demonstrated ownership mindset, taking full responsibility for outcomes and considering cross-functional business impacts. - History of delivering quality work autonomously with a proactive approach to communicating risks and solutions. - Proven ability to anticipate future issues and design systems or processes to prevent them (proactive problem-solving). - Track record of prioritizing user needs and satisfying customer requirements with a results-oriented approach. - Nice to have: - Experience with specific enterprise-grade VOIP platforms (e.g., RingCentral, Twilio, Zoom Phone, Nextiva, or 8x8). - VOIP experience from a non-call center environment or experience in an escalation/lead role in a call center. Interview Process - Initial Screen – 30 min - Hiring Manager Interview – 30 min - Career Journey & Cross Collaborative Interview – 60 min & 30 min - Reference Checks Benefits - 100% Remote: Work from anywhere. - Comprehensive Benefits: 100% employer-paid medical insurance. - Financial Growth: Equity package and 401(k). - Time Off: Flexible PTO (15-day minimum) and Parental Leave. - Support: Learning stipend and home office equipment budget. Why Join Steer? At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence. Here, you’ll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being. Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work. We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries. Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior DSE will provide technical assistance on applications to resolve an end-user's connectivity issues with the NiCE suite of products. Duties of this position will include: - Troubleshooting and diagnosing escalated customer issues - Acting in a consultative fashion to arrive at mutually beneficial solutions for customers - Coordinating with internal departments to provide collaborative solutions - Ensuring a positive experience for NiCE customers The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat, and voice. A typical day might include the following: - Work tickets via a web-based ticketing system, email, voice, or chat - Validate for correct prioritization and monitor communication to users of progress - Fix end-user issues that can be resolved on applications - Record and route incidents to specialist groups - Provide resolution and recovery of incidents - Keep clear and thorough records in the ticketing system of all actions taken - Escalate incidents when necessary - Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services - Open and monitor incidents created with 3rd party providers - Pull and analyze logs for troubleshooting for contacts, applications, etc. - Read and analyze network diagrams - Regularly work flexible schedule and on-call services - Effectively and professionally communicate with internal and external customers Qualifications - Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required - 6+ years of work experience in a customer service field, preferably in a technical capacity - Excellent technical, troubleshooting, and analytical skills - Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are essential - Excellent communication skills – written and verbal - Ability to handle all interactions with internal and external clients with professionalism - Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively - Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP) Requirements - 4+ years in a technical support role in software or telecommunications environment (bonus experience) - IP Telephony/Telecommunications experience - Experience in telephony/telecommunications - Dialer knowledge and Workforce Management experience - Web Services and API knowledge and understanding of conceptual use - Competent in database and SQL concepts Company Description NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud, and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description AO Globe Life is actively hiring qualified professionals to help veterans and their families understand and access important supplemental benefits. This mission-driven remote opportunity offers the flexibility to work from home while building a meaningful career with strong long-term growth potential. All client appointments are scheduled in advance and requested by the individuals we serve. There is no cold calling, prospecting, or door-to-door outreach required. - Conduct scheduled virtual consultations with veterans and their families via Zoom - Clearly explain supplemental life, accident, and health benefit options - Guide clients through the enrollment process and provide post-enrollment support - Maintain accurate and compliant digital client records and follow-up communications - Participate in weekly training sessions, team development calls, and leadership workshops Qualifications - Experience in benefits advising, client service, or consultative sales - Strong virtual communication and relationship-building skills - Organized, mission-driven, and coachable professionals - Comfortable using Zoom, CRM platforms, and digital documentation systems - Personal connection to or passion for serving the veteran community Requirements - Authorized to work in the United States - Reliable high-speed internet connection - Windows-based laptop or PC with a functioning webcam Benefits - 100% remote work environment available to U.S.-based professionals - Flexible scheduling options - Warm, pre-qualified client appointments provided – no cold outreach required - Weekly pay through a commission-based structure - Vested renewals that provide long-term income growth - Full licensing support and professional training - Monthly and quarterly performance bonuses - Equity opportunity for qualifying team members - Clear advancement pathways and leadership development programs - Supportive team environment that values veterans and military families