Provide domain-specific technical help to our customers. Help with troubleshooting and resolving routine customer-facing incidents and requests related to specific technology products and services in a domain.
What You'll Do:
- Follow customer support processes and best practices to open and resolve customer incidents and requests. Properly documents incident details including customer perceived issue, customer goal, incident type, business application, work updates, and resolution notes. Collaborates with team members to link the incident to problem records.
- Respond to customer inquiries and provide prompt solutions to their technical issues. Help customers in a professional and empathetic manner.
- Analyze and diagnose common or routine issues. Effectively use knowledge bases and provided troubleshooting tools to provided solutions or workarounds.
- Shows foundational technical knowledge and business acumen of the applications and services supported.
- Finds recurring customer-facing trends and pain points in the incidents they work on and collaborates with team members to follow the problem management process.
- Understands the roles and responsibilities of different support levels and knows when to elevate incidents.
What You'll Bring to the Role:
- Associate or bachelor's degree in computer science, information technology, management information systems, or related field; or a focused training program specific to information technology; or direct work experience
- Have a customer-centric mindset and a passion for learning and building on core technical and business knowledge.
- Strong interpersonal skills both verbally and written.
- Self-motivated and able to succeed in collaborative environment
- Technical aptitude and general business aptitude.
- Proficient in technical skills for the role. Able to logically analyze and solve customer technology issues.
- Experience in a customer support role that was either technical or non-technical.
#LI-Hybrid
Compensation Range:
Pay Range - Start:
$60,880.00
Pay Range - End:
$91,320.00
Geographic Specific Pay Structure:
Structure 110:
$66,960.00 USD - $100,440.00 USD
Structure 115:
$70,000.00 USD - $105,000.00 USD
We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.
Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!
Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
Skills
Data Literacy (NM), Application Security (NM), Release Management (NM), Application Performance Management (NM), Business Application (NM), Learning Agility & Critical Thinking (NM), Cross Functional Partnering & Planning (NM), DevOps (NM), Customer Centricity (NM), Cloud Technology (NM), Software Problem Solving (NM), Analytical Thinking (NM), Technical Problem Solving (NM), Software Development (NM), Strategic Thinking (NM), Adaptive Communication (NM), Root Cause Analysis & Decision Quality (NM)
FIND YOUR FUTURE
We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
Skills Required
- Associate or bachelor's degree in computer science, information technology, management information systems, or a related field
- Focused information technology training program or equivalent direct work experience
- Experience in a technical or non-technical customer support role
- Technical aptitude and proficiency in role-specific technical skills
- Ability to logically analyze and solve customer technology issues
- Strong written and verbal interpersonal communication skills
- Ability to work collaboratively and remain self-motivated
- Customer-centric mindset and willingness to continue learning technical and business concepts
What the Team is Saying
Northwestern Mutual Compensation & Benefits Highlights
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Retirement Support — Retirement benefits are highlighted by both a 401(k) and a cash-balance pension plan, a notable combination compared with employers that offer only a 401(k). Feedback suggests this is a standout element of the corporate package.
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Healthcare Strength — Health coverage includes medical, dental, vision, mental-health support via Lyra, and fitness resources, with mentions of multiple plan options and reasonable costs for some. Feedback suggests these offerings are broadly viewed as solid even as individual experiences vary.
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Parental & Family Support — Family benefits span paid parental leave (noted as about 12 weeks), caregiver leave, and fertility, adoption, and surrogacy assistance. Feedback suggests these programs contribute meaningfully to the breadth of the benefits package.
Northwestern Mutual Insights
What We Do
You’ll Like It Here At Northwestern Mutual, we believe that our lives and our work matter. And that doing what’s right is good for everyone. We follow through by designing tech that improves the community and cultivating creative ways to make finance accessible anywhere. These guiding principles have allowed our company to grow for more than 160 years. Here, you’ll be with a team who emphasizes integrity and prioritizes security to design experiences that better everyone. You’ll work in cross functional teams to create optimal solutions that are rooted in innovative strategy and thoughtful execution. And you’re provided development tools and opportunities to become a leader all with the support of a collaborative team. You’ll be surrounded in a culture that values innovation and works to always evolve to stay ahead of trends and client needs. We are intentional in seeking out team members who will challenge us. Our employees choose us for the career opportunities, commitment to philanthropy and desire to have a meaningful impact in the lives of our clients. You have career passions and goals. We have ambition and opportunity for you to grow your future in tech. Discover today: https://careers.northwesternmutual.com/
Why Work With Us
We invest in our people. We know careers are about choices, so we provide intentional opportunity. Here you can build creative ways to make finance accessible anywhere and revolutionize traditional processes. As a mutual company, our focus is our people — whether professional development or investments in the community.
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Northwestern Mutual Teams
Northwestern Mutual Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a flexible, hybrid approach for our employees . Teams are in the office a few days a week and work from home the others.
