Telecommunications Support Analyst II

Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.

Job Summary:

The Telecommunications Support Analyst II role requires a strong attention to detail, excellent research capability, communications skills and a strong desire to improve and iterate on current and future project builds. This role will have significant responsibility in working closely with marketing, workforce, sales, and various other departments throughout the company. The Telecom Support Analyst team manages daily operations related to contact center solutions, research into improvements on the system, integrations with our CRM, and building redundancy into our platform.

This position has no direct supervisory responsibilities

Duties/Responsibilities:

• Documents and completes agent role changes, procedures for role change and permissions
• Provides an escalation path for the Wallboard and Supervisor applications for Workforce and Sales teams
• Provides an escalation path for Tier 1 and helpdesk tickets assigned to Telecommunication Team
• Provides day to day assistance to the business in regard to testing, troubleshooting, and researching configuration across phone system applications as well as CRM applications
• Works with QA and App Dev teams to test new functionality, research integration strategies, and assist with deployments
• Works closely with reporting and analytics through the call center platform.
• Designs, builds, and tests customer interaction and voice response systems, outbound dialing configurations, connectors and heavy API use between the phone system and the CRM

Required Skills/Abilities:

• High level of self-motivation; ability to accomplish goals independently
• Ability to reason and think logically
• Strong troubleshooting skills in order to identify problems quickly
• Basic project management knowledge of methods and practices
• Excellent oral and written communication skills
• Excellent customer relationship skills
• Moderate knowledge of infrastructure solutions and topology
• Strong organization skills and attention to detail

Education and Experience:

• Bachelor’s degree in IT related field (or equivalent work experience)
• Two or more years’ experience supporting IT systems and providing end user support
• 1 to 2 year/s experience working with contact center solutions administration
• At least 1 year working with the Five9 administrator tool
• Familiar with VCC technologies and hosted phone solution

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.

Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.