Description
Assurant is a premier provider of specialized insurance products and related services in North America and select worldwide markets. The four key businesses -- Assurant Solutions, Assurant Specialty Property, Assurant Health, and Assurant Employee Benefits -- partner with clients who are leaders in their industries and build leadership positions in a number of specialty insurance market segments in the U.S. and select worldwide markets. The Assurant business units provide debt protection administration; credit-related insurance; warranties and service contracts; pre-funded funeral insurance; lender-placed homeowners insurance; manufactured housing homeowners insurance; individual health and small employer group health insurance; group dental insurance; group disability insurance; and group life insurance.
Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has approximately $27 billion in assets and $8 billion in annual revenue. Assurant has approximately 14,000 employees worldwide and is headquartered in New York's financial district. http://www.assurant.com/ .
As a Help Desk Analyst at Assurant you will:
Perform all aspects of call handling and problem resolution
Log and tracks all calls using the problem management technology
Be responsible for escalating calls as appropriate
Ensure eventual resolution of the incident
Track incidents, document problems and solutions
Record all activity and communications regarding problems
Serve as the resident expert on one or more technologies or functions supported in the Assurant environment in order to help other analysts keep up-to-date on changes in technology, systems, and processes
Provide technical problem identification and resolution to maintain Assurant work productivity
Classify problem calls and document technical trouble shooting and/or solutions in the problem management system to provide information for IT quality improvement
Future solution assistance
Reduce call duration
Follow-up on all open problems
Use knowledge of available resources for problem determination
Product enhancements and other technical issues
Qualifications Required skills/experience
2 - 3 years of Help Desk experience and the ability to thrive in a dynamic and complex environment
Strong customer service orientation and excellent trouble shooting and analytical skills
Excellent verbal communication skills, both via phone and interpersonal
Excellent writing skills, including technical writing and general understanding of client server environments
Knowledge and experience with Windows operating systems (Windows 2000, XP)
Experience with email software (Outlook, GroupWise) and of internet and intranet environments
Knowledge and experience with Microsoft Office Suite (Word, Excel, Access and PowerPoint)
Knowledge and experience with Lotus Notes and an understanding of multiple LAN environments
Listens actively and interprets the situation regardless of the customer's level of technical expertise
Handles customer requests, questions and complaints respectfully, effectively, and responsively
Provide consistent and reliable customer service and strive to reduce call duration
Maintains good working relationships with customers via frequent interaction and appropriate communication
Works regularly and effectively with management team and peers to improve overall teams' performance and customer service
Is dedicated to providing the highest quality services that meet the needs of the customer
Takes responsibility and is prepared for backup and on call duties, on a rotating basis
Procedures are located in on-line documentation (OD)
Meets on-call deadlines as documented in on-call procedures
Follows appropriate on-call procedures
Understands remote tools and technology and uses correctly
Participate as Help Desk representative on assigned projects in order to establish support process and expertise for new Assurant products and technologies
Flexible hours required - Analyst will have an assigned shift, but must be willing to work alternative shifts when requested
Desired skills/experience
Knowledge of print connectivity a plus
Knowledge of remote access software solutions (VPN)
Mainframe knowledge (CICS, TSO, IMS/DB2/JCL)
Bilingual (Spanish and English) a plus
We offer comprehensive benefits to full time and part time employees including medical, dental, STD, LTD, life insurance, 401(k), pension, generous paid time off and much more.
Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
To learn more about our current opportunities and apply online, please visit: http://jobs.assurant.com/
Follow us on Twitter! http://twitter.com/AssurantCareers (@AssurantCareers)
Requisition Number: 30346
Assurant - 30+ days ago
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