Can you handle any situation with confidence and control?
Do you understand what customers want and need so that they can get the result quickly?
Are you attracted to a role where you will be exposed to problem solving, innovation and learning opportunities?
Allstate Insurance has an exciting opportunity for Service Desk Support Analyst - technical
Allstate Insurance is changing the way the insurance industry looks and we want you to be part of our growing team! Our focus on creating extraordinary customer experiences, establishing connections through technology, and using continuous improvement is transforming how we settle insurance claims.
Unexpected events are often unnerving. So, it takes someone special to put the pieces back together for our customers.
This is the opportunity you've been looking for to truly impact someone's life! Start your claims professional career today as an Operations Associate and be part of our dynamic team!
Job Qualifications
You're a great match for this role if you:
- Experience in Technical Support/Service desk- 1 to 3 years
- Have a bachelors degree.
- Are known for clear and professional communication - both written and verbal
- Are organized and able to multi-task in a fast-paced environment
- Are flexible to work in 24/7 Shifts and Split offs.
Job Description
A Day in the Life:
- Responding to incoming calls or chats as first point of contact for clients with IT or product related problems
- Using appropriate questioning techniques to determine the root cause of reported issues
- Diagnosing, documenting and/or resolving issues by providing the appropriate resolution or following the escalation procedure
- Gathering and documenting required information for incidents escalated to higher level teams for the purpose of resolution or continued investigation
- Living into the knowledge management principles (Knowledge Centered Support methodology) by translating customer information into valuable and usable knowledge documentation
- Engaging in a Continuous Improvement (CI) environment by contributing to daily team huddles and participating in weekly Root Cause Problem Solving (RCPS) sessions
- Offering the customer an effortless experience with an emphasis on First Contact Resolution
- Adhering to a Trusted Advisor model by continuously educating and assisting clients on all available self-service resources.
- Recognizing potential mass outages and taking ownership of reporting these in a timely manner
- Ability to work within an environment where you measured against individual, team, business and strategic goals
- Responding & adapting to a changing and demanding environment
- Taking ownership for your own career path by utilizing all available learning and development tools and resources
- Working in a collaborative team environment by engaging, sharing knowledge and communicating effectively
- Reviewing training & specialist communications in order to keep up to date with infrastructure, technology and process enhancements
We Offer
- Competitive salary
- Medical coverage
- A culture of learning where you can expect to develop foundational skills for the future
- Opportunities for both personal and professional development
- Leadership teams that are communicative and engaged
- Impactful work by serving customers and the community in times of need
- Recognition and advancement opportunities
- Learn more about Allstate benefits @ https://allstategoodlife.com
Good Work. Good Life. Good Hands.