Associate Tech Support Analyst

Company: Assurant
Location: Albany
Posted on: December 25, 2019

Job Description:

Are you someone who loves breaking down technical problems into solvable components? -Do you have top-notch customer service and collaboration skills? -Are you interested in joining a team comprised of a dynamic mix of technical support professionals who are paving the way to support the Internet of Things? -If this sounds like you, we have an opportunity that may interest you.Our Technical Support Analysts are responsible for the following:

• Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers. -
• Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as personal computers, mobile phones, tablets, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, etc.
• Provide excellent customer service and ownership of technical support issues.
• Work well in a high energy, dynamic, and collaborative environment.
• Provide appropriate responses and expectations in a timely and efficient manner.
• Work as the customer advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention. -
• This job description is not intended to be all inclusive. -Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.Basic Qualifications:
  • 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
  • Strong experience and working knowledge in one or more of the following technical specialty areas:
    • PC Support: MS Windows, MS Office, Apple OS X, home networking/Wi-Fi, printer installation / setup / config.
    • Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
    • Smart Home: devices such as assistants, smart lights, smart TV's, thermostats, door locks, wearable technologies and other home-automation systems.
    • High school diploma or GED (post-secondary education preferred).
    • Must be able to type 30-40 WPM.Preferred Qualifications:
      • Bachelor's degree preferred; Associates degree a plus.
      • 1 year of experience in technical support role.
      • Technical certifications from organizations such as CompTIA A+, Network+, Microsoft, Apple, or other related bodies in the technical industry.
      • Experience working within a support organization providing phone/chat/email based support to customers.
      • Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
      • Excellent verbal and written communication and interpersonal skills.
      • Experience in writing technical documentation for inclusion in a Knowledge Base.
      • Experience with providing training and coaching, either to customers or to internal colleagues.
      • Able to collaborate, interact, cooperate and motivate across job functions and teams.This position is in a department that is open 365 days a year and we currently have schedules which have shifts starting and ending at 8:00 AM and 10:00 PM respectfully (hours subject to change over time). An individual's schedule is generally set for several months at a time, however interested candidates must have a reasonable degree of schedule flexibility to work varying schedules throughout the year.

Keywords: Assurant, Albany , Associate Tech Support Analyst, Professions , Albany, Oregon