IT Support Specialist 3 - Duluth, United States - Primerica

Description

IT Support Specialist 3 page is loaded **IT Support Specialist 3**

**IT Support Specialist 3**

locationsDuluth, GA time typeFull time posted onPosted 9 Days Ago job requisition idR-619:122021 ****Join Our Team****

Due to COVID-19, most of our employees are working from home. We have implemented a virtual hiring process and continue to interview candidates by phone or video conferencing, and we are onboarding new employees both onsite and remotely. We value the safety of every member of our community.

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**About this Position**

Our growing Field Technology department is looking for a skilled customer service oriented problem solver to join our team as an application support representative responsible for providing application and account support to the Primerica Field agents who subscribe to the Primerica Online Suite of applications and Mobile Sales tools. As a part of our Premier Support team, the right candidate needs technical knowledge, strong people skills and excellent customer service skills to do their job well. The ultimate objective of this position is to ensure excellent service standards, respond efficiently and enthusiastically to our user inquiries and maintain a high level of user satisfaction.****

**Responsibilities & Qualifications**

The IT Support Specialist 3 works by utilizing their technical skills to support Web, Database, Multimedia and mobile applications, as well as applying their customer service skills to resolve Primerica Online account and billing inquiries. Working in conjunction with management and project design teams, solutions are obtained and relayed to the Field Force to ensure that the users are fully functional. The successful candidate has a strong user centered focus with an ability to translate technical situations into easily comprehended instruction resulting in user satisfaction. The candidate communicates effectively in both written and verbal forms with all levels of personnel.

**Responsibilities**

Delivers friendly and helpful customer support to users who subscribe to the services offered by the Field Technology department

Resolves subscriber issues via phone, email, or other potential channels.

Gathers users information and determines the issue by evaluating and analyzing the symptoms.

Troubleshoots software and mobile data computer problems

Assists users on proper use of application software

Researches required information using available resources.

Identifies and escalates priority issues when required.

Follows up and makes scheduled call backs to users when necessary.

Stays current with system information, changes and updates.

Assists with cancellation of accounts, refunds, or billing related matters

Identifies and assesses customers needs to achieve satisfaction

Builds positive relationships with members of the Field Force

Maintains a high level of professionalism with clients and works to establish a positive rapport with every caller

Works to promote Primerica and keep our field force encouraged and engaged

Protects the companys authority to do business by complying with legal and ethical standards, policies, processes and guidelines

Accurately processes and records call transactions using a computer and designated tracking software.

Works with Premier Support management to ensure proper customer service is being delivered.

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**Requirements**

Hybrid Work Location (2 days @ week on site - 3 days @ week remote)

2-4 Years of Customer Service Experience

Friendly and outgoing personality essential

Strong interpersonal skills

Sense of urgency conveyed through customer / user focused resolution

Must be able to work well in a professional environment

Must be able to work well in a team environment

Sense of urgency conveyed through customer / user focused resolution

Familiarity with commonly used software, i.e. MS Office, Internet browsers, SQL

Proficient writing, communication and problem solving skills

Good understanding of technical aspects of PCs, MACs, tablets and mobile devices

Ability to maintain department guidelines regarding stats and attendance

Performs miscellaneous duties and special projects as assigned

BA/BS or specialized training preferred

**FLSA status:**

This position is exempt (not eligible for over time):

No****

**Our Benefits:**

Day one health, dental, and vision insurance

401(k) Plan with competitive employer match

Vacation, sick, holiday and volunteer time off

Life and disability insurance

Flexible Savings Account & Health Savings Account

Professional development

Tuition reimbursement

Company-sponsored social and philanthropy events

It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws.

At Primerica, we believe that diversity and inclusion are critical to our future and our mission creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

**Our Benefits**

Day one health, dental, and vision insurance

401(k) Plan with competitive employer match

Vacation, sick, holiday and volunteer time off

Life and disability insurance

Flexible Savings Account & Health Savings Account

Professional development

Tuition reimbursement

Company-sponsored social and philanthropy events

It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws.

At Primerica, we believe that diversity and inclusion are critical to our future and our mission creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.