Position Description

ABOUT YOU

You are a person who loves to provide hands-on and remote-controlled workstation support services. We need someone who can Assist in identifying problems occurring in a product and able to quickly escalate for a resolution. In the role of Overnight IT Customer Service Support, you'll be responsible for answering incoming calls or emails in a timely manner. If you can put your signature on this, we can't wait to hear from you!

Tell us about your experience with IT Customer Service.
Are you a team player and a self-motivator?
What is your experience with conducting business in a way that is a credit to a company?
We are counting on you to manage multiple projects using your problem-solving skills.
We're looking for someone UNCOMMON. What is uncommon about you?

Are you highly committed? Are you team-oriented? Do you value professionalism, trust, honesty, and integrity? If so, we can't wait to meet you.

ABOUT THE POSITION

The people you will work with are exceptional. Here is what you can look forward to, and why you'll LOVE YOUR MONDAYS.

Conduct every transaction with a customer focused, courteous, approach that will ensure first call resolution and achieve a satisfaction score of 90% or higher.
Document call activity into the Service Desk ticketing system.
Maintains access for all client systems, as assigned.
Work with other Support Center analysts and Senior Technicians to understand workstation and server support needs.
Provide hands-on and remote-controlled workstation support services.
Participate in software deployments, client workstation triage or basic management of remote network printer support.
Provide appropriate training frameworks, programs and end user support procedures or documented technical solutions to users that call in.
Handle basic active directory administration requests such as password resets or new hire account creations.
Complete new hire class build outs from start to finish as it pertains to account creation, user permissions, security badge access, etc.
Participate in and support new hire classes in the required IT zoom orientation meetings.
Create and update documentation as needed in Confluence & Microsoft Teams as it pertains to new processes, troubleshooting, etc.
Manage new hires & terminations as it pertains to badge access, AD account management, user permissions, hardware procurement, etc.
Up to 30% onsite technical support may be required at any/all SPI office locations.
Be able to fully deploy a fully configured PC system which includes: imaging, installing all requisite software, processing updates, installing drivers, procuring all necessary hardware, configuring Windows user profile, etc.
Other duties may be assigned.

Position Requirements:

Must have a minimum of 1 year in a customer service type role.
Proficient in Windows 10 with practical application and use of Office 365 products, Symantec Antivirus Suite, and Adobe Products
Must have excellent verbal and written technical communications skills.
Ability to quickly learn new technologies, work collaboratively with other technical groups.
Assist in identifying problems occurring in a product and able to quickly escalate for a resolution.
Experience with Active Directory, Databases, VPN connections or troubleshooting network

ABOUT US

You are uncommon. We are, too. We are looking for people to help us in our mission of working hard at lowering healthcare administrative costs for federal government agencies, payers, and providers. At Signature, our mission is to improve the health of our clients' business and make the lives of the people we work with better. As we continue to experience exponential growth, we are looking for uncommon individuals to enhance our vision. We will continue to accomplish our mission by leading with our values of Passion, Courage, Integrity, and Respect in all interactions, making us a consistent annual Best Places to Work organization. We need uncommon leaders with uncommon qualities to shape our uncommon culture and achieve our uncommon mission.

ABOUT THE BENEFITS

We're proud to put our signature on each one of our employees. When you are a member of Signature Performance, you are a part of a solutions-based organization where the values of passion, integrity, courage, and respect are the driving forces behind all our decision-making. We trust in you to do important work and bring the best version of yourself to work every day, so we want to help you achieve a work-life balance while consistently challenging yourself.

Signature believes in fully developing each one of our Associates. We deliver a performance-driven atmosphere with competitive pay, world-class training and development classes, resources, and events, an award-winning culture where everyone thrives, and so much more.

Health Insurance for Our Associates
Fully Paid Life Insurance
Fully Paid Short- & Long-Term Disability
Paid Vacation
Paid Sick Leave
Paid Holidays
Professional Development and Tuition Assistance Program
401(k) Program with Employer Match
Referral Bonuses
Hybrid & Remote Opportunities

General Areas of Accountability:

Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.

The following HIPAA and Privacy items apply to all positions at Signature Performance:

Follow HIPAA guidelines for protecting the privacy and security of sensitive personal and/or health information.
Follow Signature expected acceptable use to protect propriety and company owned information.
Complete annually required Privacy and Security Training

Performance Management:

All Signature Performance associates are subject to regular performance management to determine if skills and training requirements are suitable for the position.

Machines and Equipment:

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copiers and fax machines.

Physical Activity:

The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.

Security Requirement:

U.S. Citizenship or naturalized citizenship is required for this position.
All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.

Working Conditions:

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

Remote Eligibility: This position is Ad-hoc remote eligible. Eligibility is determined by Management or Talent Operations.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Security Requirements

U.S. Citizenship or naturalized citizenship is required for this position.

All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.

Work Schedule

Monday - Friday 9:00p - 6:00a CST

Compensation Range

$27.00/Hour - $29.00/Hour

Position Type

Full Time

Signature Performance jobs

Overnight IT Customer Service Support