PaloAltoRecruiter Since 2001
the smart solution for Palo Alto jobs

eBusiness Help Desk Analyst II

Company: Anthem, Inc
Location: Palo Alto
Posted on: January 15, 2022

Job Description:

Description SHIFT: Day JobSCHEDULE: Full-timeYour Talent. Our Vision. At Anthem, Inc., it's a powerful combination, and the foundation upon which we're creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.The eBusiness Help Desk Analyst II is responsible for responsible for handling first level customer service calls assisting members with registering, logging in, and accessing secure side product content on duties may include, but are not limited to:+ Access basic mainframe membership data (such as name, address, date of birth) to help customers complete initial registration on the website.+ Able to perform all of the duties of the eBusiness Help Desk Analyst I along with being trained and proficient in support of providers, brokers and employers using, and also members, providers, brokers and employers using Previously registered customers are given assistance if unable to correctly enter their registered username and/or password for login; associates must authenticate the customer's identity before using an internal administrative application tool to provide usernames and/or temporary passwords.+ Helps customer navigate to medical and pharmacy information as well as to third-party websites such as WebMD that are accessed through Ensures website functionality (accessing claims and benefit information, forms, etc.) is working as designed, and escalates incidents (problems with functionality) to IT second level support using the standard IT incident management application.+ Possess fundamental PC support skills (basic knowledge of PC browsers, pop-up blockers and antivirus software, and Internet connectivity) to determine whether or not the problem is within Anthem's environment or outside of it, and may provide direction to customers on how to seek resolution for problems outside of Anthem's environment.+ For escalated incidents within Anthem's environment, associates must serve as the single point of contact for the customer, providing follow up with resolution (typically by email, requiring user-level knowledge of MS Outlook) to customers when IT second level support has provided a resolution using the IT incident management application.+ Associates in this position help to achieve department objectives for average speed of answer and abandoned rate goals through high availability, procedural accuracy by adhering to documented knowledgebase details, and efficient call management according to our customer service support model.+ Associates assist overall organizational goals for administrative cost containment through high first call resolution rates, minimizing far more costly second level escalations.+ For customers calling and seeking assistance from Anthem outside of our department's level of support, associates must accurately refer customers to the correct Anthem department for assistance.Qualifications Minimum Requirements:+ High School diploma or equivalent.+ Minimum of 1 year experience in an automated customer service environment.+ Any combination of education and experience which would provide an equivalent background.+ Knowledge of PC browser features and related applications and Internet connectivity.Preferred Requirements:+ MS Outlook experience .+ Associates degree or higher preferred.+ Helpdesk experience preferred.+ CompTIA A+ or Microsoft certification preferred.We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. The health of our associates and communities is a top priority for Anthem. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide - and Anthem approves - a valid religious or medical explanation as to why you are not able to get vaccinated that Anthem is able to reasonably accommodate. Anthem will also follow all relevant federal, state and local laws. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For -, is ranked as one of the 2020 World's Most Admired Companies among health insurers by Fortune magazine, and a 2020 America's Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at Anthem is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact for assistance. REQNUMBER: PS65530

Keywords: Anthem, Inc, Palo Alto , eBusiness Help Desk Analyst II, Professions , Palo Alto, California

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Palo Alto RSS job feeds