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Technical Service Desk Consultant

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job Category

Technology

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$48,700.00 - $80,400.00

Target Openings

1

What Is the Opportunity?

Under close supervision, employ advanced technical knowledge, analytical and soft skills to deliver corporate and industry best practice end user support for the 24x7x365 enterprise Service Desk through various customer interface channels. This job does not lead others.

What Will You Do?

  • Adheres to corporate and industry best practices to meet or exceed individual's target metrics and ensure customer experience Service Level Objectives are achieved.
  • Resolves complex technical internal/external customer incidents and requests relating to: computer, mobile device, network, systems, outages, applications, and systems access requests through various customer interface channels.
  • Answers and resolves internal/external customer incidents within assigned metric targets through various channels including but not limited to: phone calls, emails, electronic communication, social media, Chat and/or Service Requests.
  • Accountable for ticket/request quality including data in critical fields, checklists, clear and accurate documentation, and escalation processes.
  • Uses available resources, investigative tools, and industry standards to determine if issue requires corrective action and develops interim alternative workflows/workarounds when possible.
  • Assumes ownership of performance results including metrics, quality of customer interactions and customer experience.
  • Proactively seeks opportunities to improve processes and customer service and makes recommendations for improvements.
  • Shares learned information by creating knowledge entries in knowledge database and participates in the review of existing knowledge articles to ensure accuracy.
  • Others duties as assigned.
  • Perform other duties as assigned.

What Will Our Ideal Candidate Have?

  • College degree or related experience in a technical customer service position is preferred.
  • Business or Information Technology or related education and training preferred.
  • Experience supporting or training completed on the following is preferred:
  • Apple iOS
  • Mobile Device support (iPhone, Droid)
  • Network and connectivity technical knowledge preferred.
  • Business Application support experience preferred. Preferably working with complex Business Insurance Systems.
  • System Access experience preferred.
  • Insurance knowledge preferred.
  • Technical Knowledge:
  • Ability to handle multiple situations presented through multiple reporting channels.
  • Demonstrates a basic knowledge of infrastructure & application systems and of the systems areas supporting the business functions including agency system configurations and applications.
  • Business Knowledge & Partnership:
  • Effectively contributes and communicates with the immediate team, systems staff, other business units, service offices, agents, and customers through a collaborative style.
  • Basic understanding of business goals and objectives.
  • Able to recognize and analyze problems and develop timely solutions with some supervision.
  • Problem Solving & Decision Making:
  • Has advanced problem solving and decision making skills.
  • Ability to handle complex business issues while maintaining customer focus.
  • Team Orientation:
  • Builds relationships with peers to achieve objectives.
  • Builds relationships with referral partners and customers and acts as customers advocate.
  • Balances team and individual responsibilities.
  • Exhibits objectivity and openness to others views and gives and welcomes feedback.
  • Puts success of team above own interest and displays basic self -leadership skills.
  • Communicates with internal and external customers and peers when appropriate, utilizing solid written or verbal skills.
  • Leadership:
  • Is self-motivating and drives towards meeting and exceeding team goals.
  • Continually strives for self- improvement.
  • Ability to think outside the box.
  • Displays commitment to excellence and looks for ways to improve/promote quality.
  • Takes ownership of issues.
  • Operational Awareness:
  • Utilizes all soft skills appropriately and consistently.
  • Generates innovative ideas on how to improve internal team workflows and processes, as well as identify system enhancements that may ultimately enable the company and/or customer to operate in a cost-effective manner.
  • Demonstrates ability to adjust priorities based on changing situations.
  • Displays a sense of urgency.
  • Technical certification preferred, Microsoft Office Specialist, Apple OS, MCSA, MCITP or equivalents.

What is a Must Have?

  • Experience supporting or training completed on the following is required:
  • Microsoft Office 2013 or newer versions
  • Microsoft/Windows OS
  • Advanced organizational, communication, analytical, and troubleshooting skills required.
  • 6 months of Customer Service, Service Desk, or contact center experience required.

What Is in It for You?

  • Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
  • Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
  • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
  • Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences. 

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.

Average salary estimate

$64550 / YEARLY (est.)
min
max
$48700K
$80400K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Technical Service Desk Consultant, Travelers

Are you ready to kickstart your career with a company that truly values its people? As a Technical Service Desk Consultant at Travelers, based in the heart of St. Paul, MN, you will be at the forefront of ensuring our customers receive top-notch support. Your exceptional technical knowledge and analytical skills will come into play as you resolve complex issues related to computers, mobile devices, networks, and applications, all while hitting those critical metrics that make a real difference. You’ll engage with customers through various channels, such as phone, email, and chat, demonstrating a warm, friendly approach to service. At Travelers, we believe in collaboration and innovation, which means you'll have the opportunity to propose process improvements and share your insights with the team. Your role won't just be about fixing problems; you’ll also contribute to knowledge sharing and actively participate in maintaining our knowledge database, ensuring our team is always equipped with the latest information. We’re looking for someone who thrives in a dynamic environment, has a passion for technology, and recognizes the significance of exceptional customer service. If you have a background in customer service or a technical field and love challenges, this is the perfect opportunity to grow your skills and be a part of a team that’s committed to serving our customers and communities. Join us at Travelers and make a difference while enjoying a fulfilling career experience.

Frequently Asked Questions (FAQs) for Technical Service Desk Consultant Role at Travelers
What are the key responsibilities of a Technical Service Desk Consultant at Travelers?

As a Technical Service Desk Consultant at Travelers, your primary responsibilities will include resolving complex technical issues for both internal and external customers, managing customer interactions through various channels, and ensuring all ticket documentation meets quality standards. You’ll be expected to adhere to industry best practices and work collaboratively to improve processes while delivering excellent customer service.

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What qualifications are needed for the Technical Service Desk Consultant position at Travelers?

To qualify for the Technical Service Desk Consultant role at Travelers, candidates should ideally possess a college degree or relevant experience in a technical customer service position. Familiarity with Microsoft Office, Windows operating systems, and mobile device support is preferred. Additionally, strong analytical, organizational, and communication skills are essential for success in this role.

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What is the work environment like for a Technical Service Desk Consultant at Travelers?

The work environment for a Technical Service Desk Consultant at Travelers is dynamic and team-oriented, focused on collaboration and innovation. You will work within a dedicated team, ensuring a high level of customer service while managing ticket resolution across various platforms. The role also promotes a culture of continuous improvement and professional growth.

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What career advancement opportunities exist for Technical Service Desk Consultants at Travelers?

At Travelers, Technical Service Desk Consultants have numerous opportunities for career advancement. Employees are encouraged to enhance their skills through training, certifications, and contributions to process improvements. Travelers values internal growth, allowing you to explore various career paths within the technology sector of the company.

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What benefits does Travelers offer to Technical Service Desk Consultants?

Travelers provides an excellent benefits package for Technical Service Desk Consultants, including comprehensive health insurance, a robust 401(k) matching program, generous paid time off, and wellness programs. Employees are also supported in their community involvement, with matching gift programs and volunteer rewards to encourage charitable contributions.

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Common Interview Questions for Technical Service Desk Consultant
How would you handle a technical issue that you are not immediately familiar with?

In such situations, it's crucial to remain calm and leverage available resources. I would utilize the knowledge base, consult with colleagues if needed, and engage in additional research to understand the issue fully. Clear communication with the customer throughout the process is key.

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Can you explain how you prioritize multiple support requests?

I prioritize support requests based on urgency and impact. Issues affecting a larger number of users or critical business functions take precedence. I also communicate expected resolution times to customers to manage their expectations effectively.

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What strategies do you use to improve customer satisfaction?

To enhance customer satisfaction, I focus on active listening, ensuring I fully understand their concerns. I then provide clear explanations and follow-up messages to confirm resolution. I also incorporate customer feedback to refine my approach continually.

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Describe a time when you turned a frustrated customer into a satisfied one.

Once, a customer was upset about a prolonged issue. I took ownership, actively listened to their concerns, and outlined the steps I would take to resolve their problem. Regular updates reassured them, and by the end of our interaction, they felt valued and satisfied with the service.

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How do you ensure that you are adhering to service level agreements (SLAs)?

I keep close track of response and resolution times through ticketing systems and regularly review performance metrics. If I anticipate missing an SLA, I proactively communicate with the customer to update them on the status and expected resolution time.

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What tools or software are you familiar with for ticket management?

I have experience with various ticket management systems such as ServiceNow and Zendesk. These tools help streamline support inquiries and track issues effectively, ensuring nothing falls through the cracks.

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How do you stay up-to-date with new technologies relevant to the Technical Service Desk role?

I regularly engage in professional development through online courses, webinars, and industry blogs. Additionally, I participate in forums and discussion groups where professionals share insights about emerging technologies and best practices.

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What role does teamwork play in a Technical Service Desk environment?

Teamwork is critical in a Technical Service Desk environment. Collaborating with colleagues allows us to share knowledge, improve processes, and provide more comprehensive solutions to our customers. A united team can better handle complex issues and ensure customer satisfaction.

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How would you describe your problem-solving approach when faced with a challenging issue?

I take a structured approach to problem-solving, beginning with identifying the issue, gathering relevant information, and brainstorming potential solutions. I often consult with peers for additional insights, as collaboration can lead to more effective resolutions.

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What do you believe is the most important quality for a Technical Service Desk Consultant?

Empathy is the most important quality for a Technical Service Desk Consultant. Understanding a customer’s perspective helps in addressing their needs efficiently and building a positive rapport, which is fundamental in delivering excellent service.

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EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
April 16, 2025

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