Senior Technical Support Agent

Pay Philosophy
The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
Description
We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.
Liberty Mutual Insurance Information Technology is actively searching for an experienced User Support Center Agent. In this role you will be responsible for interpreting, evaluating, and resolving incoming requests via the telephone, email, and web, and supporting network and e-mail connectivity, computer operating systems, hardware and software applications, internally developed applications, mainframe, and midrange operations. In addition, you will analyze inquiries and determine appropriate technical resolution or escalation, alert management and team members when a major problem is suspected, follow up on specific inquiries or requests to ensure client satisfaction, and provide input on procedures and make suggestions for improvements.
Most importantly, you'll be engaged in meaningful work for an organization that is committed to "helping people live safer, more secure lives" every day.
Responsibilities:

• Acts as a single point of contact for resolution of technology-related issues.
• Documents customer requests in call tracking system.
• Interacts with customers and co-workers to diagnose and resolve problems.
• Supports feature, functionality, and usage of specific applications.
• Provides input and updates knowledgebase as necessary.
• Adheres to established policies and procedures.
• Makes sound business decisions, with some direction by following documented procedures.

Qualifications

• Bachelor's degree in Technical or Business discipline preferred, at least three years' experience in IT or related field or an equivalent combination of education and work experience.
• Requires strong analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff.
• Strong customer service skills.
• Technical aptitude with strong PC literacy skills.
• Proficiency with Windows Operating Systems. Basic knowledge of a LAN WAN environment.
• Strong problem-solving skills and decision-making ability.
• Strong enthusiasm and desire to learn.
• Work well in a team environment.
• Strong written and verbal communication skills.
• Ability to learn and apply technical information in a fast paced, demanding work environment.
• Effective listening skills. Ability to follow policies and procedures; attention to detail.
• Self-motivation and organization.
• Ability to work independently and to assist team members in resolving customer problems.
• Ability to follow and communicate policies and procedures.
• Strong technical and or leadership aptitude.
• Ability to learn and apply new technical information.

About Us
**This position may have in-office requirements depending on candidate location.**
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Fair Chance Notices

• California
• San Francisco
• Los Angeles
• Philadelphia

USD $59400.00 - $91500.00