Provide first - level customer support for VC Pay Tuition Management and Accounting products at Veracross. Assist end - users and core users with a focus on service and quality.
About the role
- Tech Operations Support Specialist ensuring IT support and monitoring performance for Clinical Contact Center. Supporting new hires and maintaining ticket governance in a hybrid work environment.
Responsibilities
- Monitor and track all Clinical Contact Center IT tickets (ServiceNow/IT Central).
- Ensure tickets are routed correctly and progressing on time.
- Escalate blockers to resolver teams (desktop, network, access, telecom, applications, security) and track follow‑up.
- Provide clear communication to leadership on high‑impact issues or delays.
- Monitor internal severity and escalation Teams channels to identify active issues, engage the right teams, and ensure timely escalation.
- Monitor Operata and other dashboards for call‑quality, connectivity, or endpoint‑performance issues.
- Flag productivity impacts and collaborate with IT partners on quick remediation.
- Track recurring issues and help surface long‑term improvement needs.
- Prepare and deliver weekly or monthly performance summaries for CCC leadership.
- Coordinate ordering, tracking, and delivery of PC/workstation kits for new hires.
- Ensure required system access (AD, O365, apps, telephony, CRM, WFO/WFM) is set up before day one.
- Work with HR, onboarding teams, and IT access groups to reduce delays.
- Maintain accurate records, including refresh and replacement schedules.
- Maintain accurate device inventories, ticket status updates, and performance dashboards.
- Document system issues, escalation paths, and common troubleshooting workflows.
- Partner with IT teams, telecom/AV support, network groups, and CCC training to resolve operational challenges.
- Support audit/compliance activities related to asset tracking and system access.
Requirements
- 1–2+ years in IT support, service desk, help desk, technical coordination, or operations support role.
- Basic understanding of IT ticket systems (ServiceNow or similar) and support workflows.
- Strong communication and follow‑through skills; able to track tasks and keep stakeholders informed.
- Good organizational skills with strong attention to detail, especially related to assets and onboarding tasks.
- Ability to manage multiple issues at once in a fast‑paced environment.
- Familiarity with common workplace technologies (Windows, O365, Teams).
Benefits
- Medical
- Dental
- Vision
- Life
- STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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