IT Support Technician

Yesterday

🇺🇸 United States – Remote

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

Apply Now

Receive Emails with Similar Jobs

Sedgwick

WebsiteLinkedInAll Job Openings

claims management • risk management • workers'​ compensation • disability • absence solutions

10,000+ employees

🏢 Enterprise

📋 Compliance

Description

• To serve as a system support quality assurance lead • 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

Requirements

• Bachelor's degree from an accredited college or university preferred. • Six (6) years of Help Desk or technical support service experience or equivalent combination of education and experience required. • 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

Benefits

• Career development and promotional growth opportunities • A diverse and comprehensive benefits offering including medical, dental vision, 401k, PTO and more