Agency Service Desk Technician

Other jobs >> General

Negotiable

Permanent

Description

Location(s)Dallas TX, McAllen TX, Tucson AZ



Details



Kemper is excited to seek a customer service-oriented candidate to join our Agency Service Desk Team.



The qualified candidate will work the hours of 8:15AM - 5PM CST during initial training. After training scheduled hours will be:11:15AM - 8:00PM CST (M-F), with some Saturdays (8:00 - 4:45PM CST). Our team monitors problems and resolves usability issues relating to Kemper computer systems, software and assets.They assist with maintenance of the knowledge base for the department and customers. Responsible for updating and/or reporting on all open tickets as directed by management.



This opportunity may provide an option to work from home once the right candidate is trained.



Position Responsibilities:



- Provides effective evaluation and troubleshooting by identifying and diagnosing the customers issue. Identifies, organizes and assigns the correct priority level to all incoming issues. Helps resolve issues and assists other team members with complex or challenging issue resolution. Uses good judgment and promotes the best practices and strategy of the Service Desk during the problem resolution process.



- Identifies trends in customer support requests. Keeps management informed of increasing trends and unusual or repeated activity. Responsible for quickly alerting management to major issues and outages as well as notifying the appropriate department for resolution.



- Adapts quickly to the necessary business changes and landscape in IT. Expands personal knowledge of corporate business, the insurance industry, the technical industry and customer needs through workshops, seminars, training and involvement with corporate operating departments and other opportunities.



- Upholds a high level of customer service with all support requests. Uses effective listening techniques and provides the customer with courteous phone and e-mail etiquette.



- Accurately documents, tracks and monitors issues using the appropriate software. Tracks open tickets for the department and provides reports on ticket activity. Follows up on the progress of the issue with the customer and communicates status in a timely manner. Ensures satisfactory resolution of problem with customer. Escalate issues when appropriate.



- Assists with training of agents and company personnel on the use of agent software and systems. Contributes with software releases and updates by communication and training of enterprise employees. Practices continual improvement for the company by recommending new troubleshooting guidelines, needed training for departments and updated procedural documents.



Position Qualifications:



- 2 years of experience in the field or transferrable job knowledge in a related field. Knowledge of ACD phones, messaging systems and issue tracking software preferred.



- Must have the ability to listen, interpret requests (written and verbal) and/or to ask appropriate questions in order to identify and efficiently solve problems presented utilizing an analytical, pragmatic approach.



- Ability to resolve problems quickly while maintaining excellence in customer service.



- Long periods of time spent on the phone and/or communicating with employees via e-mail.



- Pressure to resolve problems quickly while maintaining excellence in customer service.



-ZR -GD -IN -PT
  • 1
  • Negotiable
  • None
  • None
  • Re-97519
  • Permanent
  • 5

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