Consumer Cloud Specialist - Service Desk

Why Wellmark: We are a mutual insurance company owned by our policy holders across Iowa and South Dakota, and we’ve built our reputation on over 80 years’ worth of trust. We are not motivated by profits. We are motivated by the well-being of our friends, family, and neighbors–our members. If you’re passionate about joining an organization working hard to put its members first, to provide best-in-class service, and one that is committed to sustainability and innovation, consider applying today! 

Learn more about our unique benefit offerings here. 

Want to know more? You can learn about life at Wellmark here.

Why Wellmark Technology? Wellmark is building innovative, modern solutions using cutting edge technology. We are driving organizational transformation and business strategy by empowering our technology team to innovate new and elegant solutions to enhance the customer experience. Together, we are leaning into the future, owning the outcome, and driving organizational change to transform how we work. 

Full time - 40 hrs per week - Monday - Friday (Schedule will be an 8 hr shift between support hours of 7:00am-5:30pm (you'll hear more details in the interview process)  

Hybrid role – 1 Day in the office per week.  

About the role: As your primary focus, you will provide phone/email support to external customers (members, providers, etc.) interacting with Wellmark.com. As time allows, support Internal Wellmark staff in troubleshooting and resolving hardware, software, connectivity related issues.  Assist External customers in the support and troubleshooting of Wellmark.com navigation, applications, and ‘how to’ questions.  Will be needed to provide 24x7 on call when scheduled. Responsible for providing service desk incident triage to resolution. Will follow processes and procedures, and document clearly incidents, problems as appropriate, within Wellmark tools. 

Our Ideal Candidate: You look forward to providing top notch customer service while helping the customer with their Technology issue.  Customer service isn’t just something you do, it is something that fulfills you at the end of the day. You are naturally inquisitive to building relationships with the business.  You feel strong when mentoring and coaching employees. You have knowledge of user side technology and ability to troubleshoot effectively, documenting all information within the ticketing tool. 

Required: 

• High School diploma or GED 
• 1+ years’ experience in a technical help desk/or customer service/call center/or customer engagement environment 

- OR - 

• Associate’s degree 
• Successful completion of a technical internship program in a corporate environment 

-AND- 

• Effective troubleshooting/problem solving skills; breaking down problems to find the root-cause. With the ability to generate solutions 
• Strong written and verbal communication skills in order to effectively communicate technical subject matter to both technical and non-technical audiences, all while maintaining a high level of customer service 
• Ability to be a self-driven, reflective team member who can handle the variety of tasks assigned through innovative thinking, organization and effective prioritization 
• Multi-tasking skills - Participate, manage and/or direct multiple activities and resources simultaneously to accomplish goals. 
• Prioritization/time mgt skills - The prioritization of multiple tasks and activities in order to maximize personal efficiency. Flexible and adaptable to change 
• Ability to assist in Technology needs after business hours, for example, equipment moves, 24x7 on call support 
• Requires travel between 5-10% and has an essential function of lifting or carrying up to 50lbs. 

  Preferred: 

• Microsoft Technologies 
• Desktop management tools in an enterprise environment 
• Service Desk experience in an enterprise environment 

a. Provide support to external customers; troubleshoots setup/installation of personal computing/voice systems, hardware, software and networking related issues, following documented process procedures. 
 
b. Ensure support and service requests are properly documented, as indicated by established support documentation, prescribed Service Legal Agreements, and/or other knowledge management systems. Coordinate requests submitted for hardware and software while collaborating with appropriate Wellmark teams to adhere to standard hardware and software policies. 
 
c. In collaboration with Consumer Cloud Specialists or Analysts, will assist, test, and support Wellmark Technology services. 
 
d. Take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes. Work to restore services to the customer as soon as possible; escalating incidents to other support teams where necessary. 
 
e. Create, maintain and publish review documentation. Ensure is up to date and accurate in the knowledge management system. 
 
f. Participates in peer to peer training and/or mentoring others. 
 
g. Ability to assist in Technology needs after business hours, for example, equipment moves, 24x7 on call support. 
 
h. Other duties as assigned. 

All your information will be kept confidential according to EEO guidelines.

An Equal Opportunity Employer

The policy of Wellmark Blue Cross Blue Shield is to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact us at [email protected]

Please inform us if you meet the definition of a "Covered DoD official".