IT Support Technician-15

4 weeks ago

Orlando, Florida, United States Sedgwick Claims Management Services Full time

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It's an opportunity to do something meaningful, each and every day. It's having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here. Join us and contribute to Sedgwick being a great place to work.


Great Place to Work
Most Loved Workplace
Forbes Best-in-State Employer

IT Support Technician-15

PRIMARY PURPOSE: To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

  • Provides leadership, direction, and support to a team of IT Support colleagues.
  • Ensures IT Support processes and procedures are adhered to and departmental objectives are met.
  • Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers.
  • Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
  • Ensures company customer service standards are met.
  • Communicates high visibility issues to immediate supervisor.
  • Maintains good client relationships.
  • Serves as a final level of quality for issue escalation research.
  • Continues to identify areas of improvement (process or employee).
  • Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed.
  • Manages complex troubleshooting and software development issues as needed.
  • Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.
  • Escalates calls to the appropriate departments as needed.
  • Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.
  • Provides status and follow-up information to internal or external customers as needed.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

  • Performs other duties as assigned.

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred.

Experience
Six (6) years of Help Desk or technical support service experience or equivalent combination of education and experience required.

Skills & Knowledge

  • Excellent customer service skills
  • Proven understanding and knowledge of Quality
  • Good knowledge of service center processes and procedures
  • PC literate, including Microsoft Office products
  • Leadership/management/motivational skills
  • Analytical and interpretive skills
  • Strong organizational skills
  • Excellent interpersonal skills
  • Excellent negotiation skills
  • Good judgment and discretion skills
  • Ability to manage multiple projects and set priorities
  • Ability to work in a team environment
  • Ability to meet or exceed Performance Competencies
  • Ability to complete required number of monthly quality monitors

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

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