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Brookdale Senior Living
Milwaukee, WI | Full Time
$37k-47k (estimate)
4 Months Ago
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End User Support Specialist I
$37k-47k (estimate)
Full Time 4 Months Ago
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Brookdale Senior Living is Hiring an End User Support Specialist I Near Milwaukee, WI

Overview

Hybrid role - In office Monday-Thursday, working remote on Friday!

Must live in the Greater Milwaukee or Nashville Area.

Early Access to Paycheck with Earned Wage Access is available for Hourly Associates (outside of CA)

 Make Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self, join us! You’ll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment status. Additional benefits offered include, but are not limited to:
  • Tuition Reimbursement
  • Pet Insurance
  • Adoption Reimbursement Benefits
  • Variety of Associate Discounts
Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply. Please note, Brookdale is committed to complying with all applicable laws and regulations regarding mandatory COVID-19 vaccination.

To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.

Responsibilities

Provides first level of support to Brookdale associates who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. At times, may work with other Brookdale teams to understand specific support needs for applications and systems.

  • Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.
  • Investigates problem, determines cause and takes action steps necessary to resolve the issue and verifies resolution.
  • Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel.
  • Adapts to process and procedure changes as communicated to promote a world class support organization.
  • Works directly with team members to understand end user support needs for applications and systems; may consult with other teams.
  • May be asked to assist with escalation support for other End User Support associates; could be asked to train some members of the team.
  • Identifies common end user support topics and will communicate with supervisor or more senior member of the team. May assist implementing resolution.
  • Stays informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams.
  • May assist with projects related to hardware and software roll-outs or other implementations.
  • May be called upon to travel for support and project work as needed.
  • Encourages teamwork through cooperative interactions with co-workers.
  • Establishes and maintains effective working relationships with IT staff, other Brookdale associates, and vendors.
  • This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

    Qualifications

    Education and ExperienceHigh school education is required, and one to two years of related experience is preferred. Associate’s Degree or higher is preferred.

    Certifications, Licenses, and Other Special RequirementsNone

    Management/Decision MakingUses limited independent judgment to make decisions based on precedents and established guidelines. Solves problems using standard procedures and precedents. Knows when to refer issues to supervisor and when to handle them personally.

    Knowledge and SkillsHas a working knowledge of a skill or discipline that requires basic analytic ability. Has an overall understanding of the work environment and process. Has working knowledge of the organization. Must have good organizational skills and attention to detail. Will generally work with limited supervision; should have ability to independently perform work tasks.

    Physical Demands and Working Conditions

    • Standing
    • Walking
    • Sitting
    • Use hands and fingers to handle or feel
    • Reach with hands and arms
    • Stoop, kneel, crouch crawl
    • Talk or hear
    • Ability to lift: up to 50 pounds
    • Vision
    • Requires interaction with co-workers, residents or vendors
    • Occasional weekend, evening or night work if needed to ensure shift coverage
    • On-Call on an as needed basis

    Brookdale is an equal opportunity employer and a drug-free workplace.

    Salary Range Information

    $17.44 - $21.80 / hour

    Job Summary

    JOB TYPE

    Full Time

    SALARY

    $37k-47k (estimate)

    POST DATE

    11/19/2022

    EXPIRATION DATE

    06/23/2023

    WEBSITE

    brookdale.com

    HEADQUARTERS

    BRENTWOOD, TN

    SIZE

    15,000 - 50,000

    FOUNDED

    1978

    TYPE

    Public

    CEO

    LUCINDA M BAIER

    REVENUE

    $3B - $5B

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    About Brookdale Senior Living

    Brookdale is the largest operator of senior living facilities in the U.S. offering assisted living, memory care, nursing and retirement care services.

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