GAINSCO Auto Insurance markets non-standard private passenger automobile products through retail agencies, in Texas, New Mexico, Arizona, Oklahoma, Florida, Georgia, South Carolina, and Virginia. GAINSCO Auto Insurance has fully integrated insurance capabilities, including marketing, underwriting, customer service and claims handling. Our operations are bilingual (English/Spanish).

Job Purpose: Supervises Helpdesk function to ensure maximum productivity for all users

Essential Job Results:

% of Time

Results Expected and Duties Performed

50

Accomplish staff results by communicating job expectations; planning, monitoring and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies and procedures.

10

Facilitate effective computer usage by agents by responding to incoming telephone calls and emails in a courteous, professional manner; requires incumbent to build rapport and seek problem details from users; record and track pertinent end user identification information, and steps taken to resolve issues.

10

Maintain internal user productivity by performing the duties listed above; Perform hands-on support at the desktop level which includes installing software, drivers, upgrades, system configuration and backups.

10

Contribute to IT process improvement initiatives by participating in IT projects as requested.

20

Ensure SLA (Service Level Agreements) guidelines are met by monitoring calls/emails in the queue and by making sure that all tickets/requests are completed in a timely fashion. Meets reporting and auditing deadlines.

Required behaviors for all positions:

Communicate with co-workers, management, customers, vendors, and others in a courteous and professional manner

Conform with and abide by all Company codes, regulations, policies, values, work procedures and instructions

Regular attendance

Established tenure

Education: Bachelors degree or commensurate experience

Experience: 3-4 years prior experience in related position; prior auto insurance industry experience preferred; 2-5 years team lead or supervisory experience required.

Skills and Abilities: Exceptional written and oral communication skills; exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills; strong documentation skills; ability to conduct research into a wide range of computing issues; ability to absorb and retain information; ability to present ideas in a user-friendly manner; highly self-motivated; keen attention to detail; exceptional troubleshooting skills, proven analytical and problem solving abilities; ability to effectively prioritize and execute tasks, as well as multi-task, in a high pressure environment; exceptional customer service orientation; experience working in a team-oriented, collaborative environment; values learning and cross-training as well as teaching and empowering team through knowledge sharing.

Other: In order to help direct reports, it is essential to have knowledge of basic computer hardware, including setting up computers, installing peripherals and configuration; experience with desktop and service operating systems, including Microsoft; knowledge of Helpdesk software, including Footprints and Jira; Extensive application support experience with MS Outlook and MS Office Suite and O365; working knowledge of AS400 preferred; working knowledge of a range of diagnostic utilities, including antivirus, required.

Office Equipment and Software: PCs, telephone, peripherals, Microsoft Office Suite and O365, AS400, Footprints, Jira

Decision Making: Purchase equipment needed; determining best product

Interpersonal Communication: Interacts with all levels of the organization; agents

Compensation: Competitive salary commensurate with experience. Excellent benefits package: medical, dental, vision insurance, life insurance, short term and long term disability insurance, 401K, Paid Vacation and Holidays. EOE.

GAINSCO is an Equal Opportunity Employment Employer