Assists customers in solving operating problems and systems-related malfunctions with all company operations and automated systems. Act as a liaison in the development and maintenance of system and procedures. Serve as a liaison with outside vendors and external customers that use our systems. Develop or assist in the preparation of user needs and requirements.
Responsibilities/Task
Direct system support relative to the activities related to the Support Desk.
Responsible for first level support for client operating systems and application software
Review changes to existing procedures for Support Desk Manuals, audit all procedures.
Maintain liaison with all divisions within organization to keep abreast of their needs and concerns. Determine service level agreements with all divisions and assign work to ensure that service level is met.
Represent the department on task forces and cross-functional teams that impact the Support Desk. Work with Education and Training to determine any weakness in user training and/or in systems
Develop and maintain the Support Desk procedures and Knowledge base. Analyze the problems logs to determine need for new procedures or the need to modify existing. Review test results to ensure systems meet requirements.
Ability to interact with others in a professional manner
Associate's or Bachelor's Degree in Business Administration, Insurance, or Data Processing is preferred; equivalent (3-5 years) of related business experience.
Experience3-5 years experience in a support center or customer service oriented environment.
Skills/Knowledge/Abilities Required- PC proficiency and technical aptitude with excellent analytical skills. A minimum of a MCP certification (Microsoft Certified Processional) is required, MCSE and A+ Certification preferred
- Thorough knowledge of company business software and Support Desk software.
- Excellent organizational skills; ability to work in a team environment; self motivated and goal oriented.
- Sit, stand, walk/ambulatory
- Ability to lift 10 pounds
PAY RANGE:
“Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $47,190 and $79,200.”
We are an Equal Opportunity Employer. We will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.
About the TeamAccident Fund Insurance Company of AmericaSkills Required
- Associate's or Bachelor's degree in Business Administration, Insurance, or Data Processing, or equivalent related business experience
- Three to five years of experience in a support center or customer-service-oriented environment
- Microsoft Certified Professional (MCP) certification
- MCSE certification
- A+ certification
- PC proficiency and technical aptitude
- Excellent analytical and organizational skills
- Ability to work in a team environment and interact professionally with others
- Ability to sit, stand, walk, and lift 10 pounds
What We Do
Emergent Holdings’ elite team makes lives, companies and communities better! Emergent Holdings is driven by a singular goal — improving the health and safety of our customers and our communities. How do we do that? We create innovative insurance products, technology solutions and services to support our key stakeholders — individuals, employers, providers and strategic partners — improving the health and safety of the people and places we serve. At Emergent Holdings, we’re inspired to create, to challenge the status quo, to think not just about what our customers need now, but what they will need in the future. We are strategic thinkers. We are industry innovators. We are market trendsetters. Together, we are Emergent Holdings. Our diverse team of established industry experts embraces a culture of innovation and entrepreneurial spirit. That means we’re focused on innovation, on leading and shaping our markets and improving health and safety for our customers and communities. For our customers, the result is a suite of solutions, services and products delivered ahead of market needs — and in anticipation of member demands. We are tireless in our pursuit of the exceptional, and our companies deliver optimal customer experiences and improve people’s lives every day, by making workplaces safer and delivering affordable, solutions-focused healthcare services.
