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Combined Insurance - Chicago, IL
posted 2 months ago
About the position
The Technical Support Analyst will act as the primary point of contact for agents, providing essential technical support and expertise on sales and sales support applications. This role involves resolving issues, assisting with agent onboarding and offboarding, and maintaining effective communication with vendors and the offshore development team. The analyst will track support calls, analyze root causes, and escalate critical issues as necessary to ensure timely resolutions.
Responsibilities
- Provide Technical Help Desk support to agents using our sales and sales support applications.
- Assist the Agent Service Center with technical guidance and resolutions.
- Track support calls in our Ticket Tracking System.
- Assist in analysis, identification of root cause and resolution of issues.
- Interact with production support personnel and vendors to ensure that critical and major production issues are resolved in a timely manner.
- Work with offshore development team for further analysis on issues.
- Escalate issues as needed via email and telephone.
- Ability to identify P1/P2 issues and report/take to closure.
- Complete weekly status reports.
- Assist agent onboarding/offboarding.
- Manage relationships and change management with vendors.
- Serve as a Subject Matter Expert (SME) on various SaaS applications.
- Onboard Single Sign-On (SSO) solutions.
Requirements
- Experience working in a Technical Support/Help Desk environment.
- Excellent knowledge of end user devices (e.g., iOS, Android, Windows).
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving skills.
- Strong customer service support skills.
- Ability to assist agents with various levels of technical knowledge.
- Knowledge of Microsoft Office skills for Excel, PowerPoint, and Word.
- Microsoft Outlook email skills.
- 3 years of experience in a Technical Support environment.
Nice-to-haves
- Experience with ServiceNow.
- Experience with InTune.
- Experience with SharePoint.
- Bilingual - Spanish.
- Knowledge of Insurance Company processes.
- Strong relationship builder and decision-making skills.
Benefits
- Health insurance
- Dental insurance
- Tuition reimbursement
- A company-match 401(k) plan
- Disability insurance
- Life insurance
- Employee referral bonuses
