Travelers Technical Service Desk Cons in Hartford, Connecticut
Technical Service Desk Cons
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. 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.
Job Opening ID:
Weekend work hours (Applies when normal shift includes weekend hours) Over night work hours (Applies when normal shift includes weekend hours) Holiday work hours (occasionally)
Equal Employment Opportunity Statement:
Travelers is an equal opportunity employer.
Job Specific & Technical Skills & Competencies:
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.
Customer Service, Information Systems
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.
Education, Work Experience & Knowledge:
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.
Operates standard office equipment (continuously) Sitting (can stand at will) (continuously) Standing (occasionally) Use of keyboards, sporadic 10-key (continuously)
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.
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.
Licensing or Certificates:
Technical certification preferred, Microsoft Office Specialist, Apple OS, MCSA, MCITP or equivalents.
Hartford - Connecticut - United States
We are committed to valuing the diversity that exists among our workforce, our business partners, our customers and our communities. With respect to our workforce, we are committed to not only increasing diversity in our hiring at all levels but also fostering an inclusive environment where all employees, regardless of race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, sexual orientation, genetic information or any other status or condition protected by law, can develop and thrive.