117 applicants

Company

Allstate · 7 hours ago

Service Desk Rep Senior Associate

Full-time

Remote

Entry Level, Intern/New Grad

$18.17/hr - $30.36/hr

0+ years exp

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Responsibilities

Manages the expectations of customers

Under minimal direction conducts testing to ensure that all information systems products and services meet maximum organization standards and end-user requirements

Thoroughly tests software and/or hardware to ensure proper operation and freedom from defects. Simulates and analyzes issues to resolve operating difficulties

Recommends system modifications to reduce user problems due to updated and/or new technology, minor rules/rates and form releases. Recognizes and acts on inconsistencies

Collaborates with the affected business units regarding new/upgraded technologies

Designs, develops and executes basic to complex client communication after thorough analysis

Under minimal direction, utilizes extensive knowledge of applications to resolve complex issues and may provide consultation in the design and impact of applications and/or support procedures

Under minimal direction provides advanced technical knowledge and support to internal and/or end users for and/or client-side applications utilizing established protocol(s)

Collaborates with other business units to resolve advanced technical needs and provides authored solutions to increase resolution by first contact interactions

Consistently interacts with voice, network services, software developers, product operations and/or vendors to re-establish service and/or identify and resolve the root cause and/or more complex problems

Qualification

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Technical supportSoftware testingHardware testingClient communicationCustomer care principles

Required

Provides technological support by investigating and resolving complex problems.

Responsible for general administrative duties related to the management of individual and/or team tickets, call flow, and project work.

Effectively demonstrates customer care principles in individual to group interactions.

Manages the expectations of customers.

Conducts testing to ensure that all information systems products and services meet maximum organization standards and end-user requirements.

Thoroughly tests software and/or hardware to ensure proper operation and freedom from defects.

Simulates and analyzes issues to resolve operating difficulties.

Recommends system modifications to reduce user problems due to updated and/or new technology, minor rules/rates and form releases.

Recognizes and acts on inconsistencies.

Collaborates with the affected business units regarding new/upgraded technologies.

Designs, develops and executes basic to complex client communication after thorough analysis.

Utilizes extensive knowledge of applications to resolve complex issues and may provide consultation in the design and impact of applications and/or support procedures.

Provides advanced technical knowledge and support to internal and/or end users for and/or client-side applications utilizing established protocol(s).

Collaborates with other business units to resolve advanced technical needs and provides authored solutions to increase resolution by first contact interactions.

High School Diploma or GED.

0-2 years experience.

In lieu of the above education requirements, an equivalent combination of education and experience may be considered.