Technical Service Desk Consultant

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

1

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.