Technical Support Specialist

Antivirus, Billing, Citrix, Claims, Coaching, Communication skills, Computer, Customer satisfaction, Customer service, Customer support, Desktop, Distribution, Documentation, Email, Email security, Finance, Hardware, Human resources, IMPACT, IT, Insurance, Internet Explorer, Knowledge base, Mentorship, Microsoft Office, Microsoft Outlook, Microsoft SCCM, Microsoft Windows, Monitoring, Networking, Policies, Policies and procedures, Productivity, Provisioning, Remote desktop, Research, SPAM, SSL, Software, Software installation, Supervision, Terminal server, Training, Troubleshooting, Utilities, VIA, VPN, Wireless communication, Workday
Contract W2, Contract Independent, 12 Months
Depends on Experience
Work from home available Travel not required

Job Description

Provides technical solutions to user problems of varied and increasingly complex nature to ensure customer satisfaction and productivity by handling Tier I and Tier II calls. Resolves Tier III calls with some assistance. Independently works with all internal (employee) and external (agent) customers to provide technical advice, guidance, and informal training; collaborating with senior-level colleagues and supervisor to exercise the highest level of proficiency and customer service.


Principal Duties and Responsibilities

· Computer work required more than 90% of the workday.

  • Phone use required 90% of the workday.
  • Researches, resolves, and responds to complex technical and systems questions received via telephone calls, employee self-serve, emails, faxes, or callbacks.
  • Provides technical and systems advice, guidance, and informal training to customers using hardware and software programs, insurance applications, and systems.
  • Troubleshoots and resolves system problems restores technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
  • Creates and maintains up-to-date documentation of problems via the problem tracking system and records of inquiries; and communicating with users on the progress of research in resolving reported issues.
  • Manages the resolution of user issues, and acts as a liaison among support departments on escalated problems to secure resolution and positive impact on customer satisfaction and productivity.
  • Acquires and maintains in-depth knowledge of MSO365, Outlook, Internet Explorer and Windows Operating Systems, Endpoint Blocking, Hardware Service, Network and Remote Connectivity via VPN & Wireless, Remote Desktop via Citrix, SSL & Terminal Server, Secure Email, Security Provisioning & Patching, Software Installation & Distribution Utilities, SPAM Control, Virus Protection, Voice Communications, technical products such as SCCM and Log-Me-In-Rescue, current support policies and methods of support delivery, in order to provide accurate product solutions to users.
  • Acquires and maintains in-depth knowledge of Specialty insurance products, including Agency, Billing, Claims, Finance and HR systems, proprietary systems, current support policies, and methods of support delivery, in order to provide accurate insurance product solutions to users.
  • Responds to and communicates client system outages within required SLA’s.
  • Ensures timely distribution of knowledge and builds and maintains a robust Knowledge Base.
  • Responsible for the distribution of IT communications and ensuring that customer messages are well articulated and consistent with company and departmental communication standards.
  • Develops and provides technical and insurance systems training, coaching, and acts a mentor to other support team members.
  • Supports and champions various projects through defining work deliverables, monitoring work progress, communication of work status and managing interdependencies.
  • Contributes to work priorities, meets deadlines and adheres to standards, policies and procedures.


Minimum Knowledge, Skill, and Ability Requirements

  • Strong technical expertise and troubleshooting skills required
  • Proficiency with desktop computer software, insurance systems, tools and technologies, including current Windows Operating System, Microsoft 365, Microsoft Outlook, and other applicable applications and programs.
  • Advanced working knowledge of networks and remote connectivity.
  • Must be able to diagnose, analyze and resolve complex problems.
  • Outstanding customer support/service skills, as well as strong written and oral communication skills are essential.


Dice Id : compexpr
Position Id : 2407
Originally Posted : 4 weeks ago
Have a Job? Post it

Similar Positions

Technical Support Specialist
  • Amplify Resources Group
  • Needham, MA, USA
Technical Support Specialist
  • Judge Group, Inc.
  • Oxford, MA, USA
Technical Support Specialist
  • Judge Group, Inc.
  • Oxford, MA, USA
Zoom Support Specialist
  • Eliassen Group
  • Boston, MA, USA
Executive IT Support Specialist
  • Computer Doc Associates, Inc
  • Cambridge, MA, USA
Application Support Specialist II -
  • Apex Systems
  • Framingham, MA, USA
Desktop Support Specialist
  • IntePros Consulting
  • Chelsea, MA, USA
Deskside Support Specialist
  • Spruce Technology Inc.
  • Boston, MA, USA