Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Under moderate supervision, employs expert 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. Willing to work flexible hours.
Primary Job Duties & Responsibilities
Adheres to corporate and industry best practices to meet or exceed individual's target metrics and ensure customer experience Service Level Objectives are achieved. Acts as a primary subject matter expert for any one or more of the following support areas: Infrastructure, Application, Systems Access. 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 interaction and customer experience. Shares learned information by creating knowledge entries in knowledge database and participates in the review of existing knowledge articles to ensure accuracy. Has advanced subject knowledge and can mentor or train less experienced employees. Recognizes incident trends and takes appropriate action by identifying and developing problem resolution and knowledge data base entries for use by Service Desk, referral areas and customer population to proactively mitigate customer disruptions. Others duties as assigned.
Experience supporting or training completed on the following is required: Microsoft Office 2013 or later versions Microsoft/Windows OS Apple iOS Mobile Device support (iPhone, Droid) AirWatch or other Mobile Device Management application Advanced organizational, communication, analytical, and troubleshooting skills required. One year of Customer Service, Service Desk, or contact center experience required. Network and connectivity technical knowledge required.
Education, Work Experience & Knowledge
Advanced degree or related technical experience preferred. Experience supporting or training completed on Apple Macintosh support/certification is preferred. Expert knowledge of any one of the core support areas: Infrastructure support, Complex Business Insurance Application support, System Access is preferred. Insurance knowledge preferred. Detailed knowledge of technical support for complex systems including PC, Mac, iPhone/other mobile devices, Social Media applications in the public domain and how each are utilized by end users is preferred. Business/Insurance/Rating knowledge is a plus.
Job Specific & Technical Skills & Competencies
Technical Knowledge: Ability to handle multiple situations presented through multiple reporting channels. Demonstrates solid knowledge of 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. Intermediate understanding of business goals and objectives. Able to recognize and analyze problems and develop timely solutions with minimal supervision. Problem Solving & Decision Making: Has expert problem solving and decision making skills. Ability to handle complex business issues while maintaining customer focus. Team Orientation: Builds strong relationships with peers to achieve objectives. Builds strong relationships with Referral partners and customers and acts as customers advocate. Balances team and individual responsibilities ensuring teams success. Exhibits objectivity and openness to others views and gives and welcomes feedback. Puts success of team above own interest and displays solid self-leadership skills. Acts as a strong mentor for less experienced agents. Leadership: Is self-motivating and drives towards meeting and exceeding team goals and providing superior customer service. 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: Displays solid level of soft skills and utilizes all soft skills appropriately and consistently. Generates and follows through with 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 solid ability to adjust priorities based on changing situations. Displays a sense of urgency. Is strong, focused, independent and a self-starter.
Ability to remain calm in high pressure situations.
Strong customer service skills.
Strong Multi-tasking skills
Strong analytical skills.
Ability to work independently and as a team.
Ability to learn quickly.
Weekend work hours (Applies when normal shift includes weekend hours) Overnight work hours (Applies when normal shift includes overnight hours) Holiday work hours (Federal and religious) (Occasionally)
Operates standard office equipment (Continuously) Sitting (Can stand at will) (Continuously) Standing (Occasionally) Use of Keyboards, Sporadic 10-Key (Continuously)
Licensing or Certificates
Technical certification preferred, Microsoft Office Specialist, Apple OS, MCSA, MCITP or equivalents.
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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