At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.
We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.
We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.
We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.
The purpose of this role is to directly support Northwestern Mutual financial representatives in their use of our financial planning software. The duties of this position will encompass many different aspects of customer support, inbound/outbound calls, chats, tickets and collaboration between support teams. You will be working closely with Tier-2 Support, Engineers, and Product Managers to identify and triage inquiries presented by our end users. This role offers an opportunity to deepen your financial planning and technical knowledge with hands on troubleshooting and monitoring of our software. We are looking for team members who are customer centric, self-motivated, creative problem solvers and enjoy helping others.
Duties:

• Assist financial representatives, their staff and internal users using an omni-channel approach (calls, chats, tickets).
• Troubleshoot user incidents utilizing desktop sharing applications.
• Collaborate with the Tier-2 Team regarding software bugs reported from users.
• Work across support teams to ensure optimal field experience.
• Help build and maintain user knowledge resources.

Required Qualifications:

• Minimum 2 years of technical support experience
• Excellent verbal and written communication skills
• Familiarity with Zendesk, JIRA, Slack, desktop sharing applications
• Experience supporting browser-based applications

Benefits:

• Tuition reimbursement, commuter plans, and paid time off
• Highly competitive compensation that include base salary plus bonus
• Medical/Dental/Vision plans, 401(k), pension program, and more!

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This job is not covered by the existing Collective Bargaining Agreement.
Required Certifications:
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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
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