Technical Support Senior Representative

3 weeks ago


Ashley, United States Westfield Full time
Job Description

The Technical Support Senior Representative, under moderate supervision, is responsible for providing support for tier 2 and tier 3 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role provides advanced troubleshooting support to internal users for hardware and software utilized by the Company. The role is responsible to manage IT projects and portfolio agenda items at the IT Customer Service Level and provide initial assessment, triage, research, and resolution of tier 2 and tier 3 incidents and requests regarding the use of application software, hardware and/or infrastructure components.

Responsibilities

  • Provides initial assessment, triage, research, and resolution of tier 3 and tier 3 incidents and requests regarding the use of application software, hardware and/or infrastructure components.
  • Escalates inquiries not resolved within the allotted time and follows up with customer weekly until resolved and delivers superior customer service through phone interaction with agents and customers.
  • Ensures liaison between agents and policy owners and the business department, supports various operational tasks that ensure timely processing and accuracy of applications and policies.
  • Collaborates with architecture and operations teams to ensure full technology lifecycle is understood, optimized, and managed effectively.
  • Provides advanced technical support by phone, chat, email, and web ticketing interfaces to internal and external customers on software, hardware, business processes and services.
  • Ensures continuous enhancement of customer service experience and increasing first call resolution.
  • Collects support information and provides support for tier 2 and tier 3 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. Assists with developing/revising/documenting appropriate standards, process improvements, policies, and procedures, and conducts appropriate training. Provides subject matter expertise, training, technical assistance, and support to the IT Help Desk, project teams, and other IT departments.
  • Serves as a resource, liaison, and relationship manager for other Business units including IT, Data Center, and external vendors supporting the IT Client Services Area.
  • Provides mentoring/coaching to tier 1 and tier 2 support along with less experienced IT Client Service Representatives.
  • Participates in Disaster Recovery tests and activities and consults with Business Units needing technical guidance and/or requirements.
Qualifications
  • 3+ years of IT support experience in handling multiple system environments. High School Diploma or General Education Diploma (GED) and/or commensurate experience.


  • Ashley, United States Westfield Full time

    Job Description The Technical Support Senior Representative, under moderate supervision, is responsible for providing support for tier 2 and tier 3 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role provides advanced troubleshooting support to internal users for hardware and software utilized by the...


  • Ashley, United States Westfield Full time

    Job Description The Technical Support Representative, under direct supervision, is responsible for providing support with tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role documents resolutions in the ticketing system including correspondence with the customer, problem analysis,...


  • Ashley, Ohio, United States Westfield Full time

    Job Description The Technical Support Representative, under direct supervision, is responsible for providing support with tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role documents resolutions in the ticketing system including correspondence with the customer, problem analysis,...


  • Ashley, United States Westfield Full time

    Job Description The Technical Support Representative, under direct supervision, is responsible for providing support with tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role documents resolutions in the ticketing system including correspondence with the customer, problem analysis,...


  • Ashley, United States Westfield Full time

    Job Description The Claims Senior Representative serves as a technical expert on claims adjusting and handles material damage, negligence, compensability, damage, and coverage issues. The role determines coverage and investigates, analyzes, negotiates, and settles claims not requiring outside investigation. The role delivers quality customer service in a...


  • Ashley, United States Westfield Full time

    Job Description The Claims Senior Representative serves as a technical expert on claims adjusting and handles injury, material damage, negligence, compensability, damage, and coverage issues. The role determines coverage and investigates, analyzes, negotiates, and settles claims not requiring outside investigation. The role delivers quality customer service...


  • Ashley, United States Westfield Full time

    Job Description The Claims Senior Representative serves as a technical expert on claims adjusting and handles injury, material damage, negligence, compensability, damage, and coverage issues. The role determines coverage and investigates, analyzes, negotiates, and settles claims not requiring outside investigation. The role delivers quality customer service...


  • Ashley, Ohio, United States Westfield Full time

    Job Description The Claims Senior Representative serves as a technical expert on claims adjusting and handles injury, material damage, negligence, compensability, damage, and coverage issues. The role determines coverage and investigates, analyzes, negotiates, and settles claims not requiring outside investigation. The role delivers quality customer service...


  • Ashley, United States FST Technical Services Full time

    Job Description Job Description FST Technical services commissioning (Cx) division formerly Horizon Engineering Associates, LLP is one of the leading Cx firms in the country. We partner with clients for quality assurance in the design, construction, and post-acceptance phases of building projects. We ensure that equipment in mechanical, electrical, plumbing,...


  • Ashley, United States FST Technical Services Full time

    Job DescriptionJob DescriptionFST Technical services commissioning (Cx) division formerly Horizon Engineering Associates, LLP is one of the leading Cx firms in the country.  We partner with clients for quality assurance in the design, construction, and post-acceptance phases of building projects. We ensure that equipment in mechanical, electrical,...


  • Ashley, United States Senior Helpers - Charleston Full time

    Job DescriptionJob DescriptionIf you’re looking to work for a company that improves the lives of others, invests in its employees, and provides a welcoming work environment, you should join the Senior Helpers team. By providing care to our clients, our caregivers make a direct impact on helping seniors age in the comfort of their own homes. If you are a...


  • Ashley, United States Senior Helpers - Charleston Full time

    Job DescriptionJob DescriptionIf you’re looking to work for a company that improves the lives of others, invests in its employees, and provides a welcoming work environment, you should join the Senior Helpers team. By providing care to our clients, our caregivers make a direct impact on helping seniors age in the comfort of their own homes. If you are a...


  • Ashley, United States Westfield Full time

    Job DescriptionThe Product Development Senior Assistant, working in a project driven, team-oriented environment, is responsible for supporting productivity, accuracy, and compliance across various PL and CL teams. Responsible for the administration of centralized invoicing and associated contract and compliance monitoring for boards, bureaus, and vendors....

  • Senior IT Auditor

    1 month ago


    Ashley, United States Westfield Full time

    Job Description Job Title: Senior IT AuditorEmployee Status: RegularSchedule: Full-timePHYSICAL WORK LOCATION: Westfield Center, OH only. Hybrid means at least 3 days in the office weekly. IT Internal Auditor 3 Job Summary Responsible for independently completing all aspects of the audit process including planning, performing risk-based assessments,...


  • Ashley, United States Westfield Full time

    Job Description The Incident and Business Continuity Professional, working under limited supervision, is responsible for the company's Incident management practice, business continuity and disaster recovery support. The role leads the Incident management practice at a strategic and tactical level, ensuring that the vision, goals and objectives are clearly...


  • Ashley, United States Westfield Full time

    Job Description The Incident and Business Continuity Professional, working under limited supervision, is responsible for the company's Incident management practice, business continuity and disaster recovery support. The role leads the Incident management practice at a strategic and tactical level, ensuring that the vision, goals and objectives are clearly...


  • Ashley, United States Westfield Full time

    Job Description The Sales Senior Analyst, working under limited supervision, is responsible for implementing the Business territory strategy in their assigned distribution channel territory. The responsibilities include driving profitable business growth and sales, meeting annual growth targets, overseeing marketing and production of insurance products...


  • Ashley, United States Westfield Full time

    Job Description The Sales Senior Analyst, working under limited supervision, is responsible for implementing the Business territory strategy in their assigned distribution channel territory. The responsibilities include driving profitable business growth and sales, meeting annual growth targets, overseeing marketing and production of insurance products...


  • Ashley, United States Westfield Full time

    Job Description The Data Senior Analyst, working under minimal supervision, uses data as needed to effectively communicate increasingly complex analytical and business concepts and content. The role uses quantitative and qualitative analysis to draw conclusions and advise recipients of potential impacts and alternatives and make recommendations. The role...


  • Ashley, Ohio, United States Westfield Full time

    Job Description The Data Senior Analyst, working under minimal supervision, uses data as needed to effectively communicate increasingly complex analytical and business concepts and content. The role uses quantitative and qualitative analysis to draw conclusions and advise recipients of potential impacts and alternatives and make recommendations. The role...