Note: The job is a remote job and is open to candidates in USA. Lincoln Financial is a company that helps people plan for their financial futures. They are seeking a Senior Service Representative for Distribution IT Support who will perform routine and non-routine IT support tasks, troubleshoot application issues, and provide consultative support to employees.
Responsibilities
- Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility
- Meets or exceeds departmental quality and service standards
- Works overtime as needed
- Works independently delivering on routine but progressively more non-routine work, in accordance with established procedures and guidelines in a timely manner and meets deadlines appropriately
- Makes routine and progressively more non-routine decisions independently, in accordance with established procedures and guidelines
- Shares a diverse range of knowledge and information and/or enables less experienced team members to perform their assignments
- Performs a diverse range of tasks/transactions related to common programs and services by directly applying expanded knowledge obtained from the role in increasingly more complex situations
- Responds to, diagnoses and resolves application problems and tickets arising from end user support requests
- Provides consultative support to employees or end users in resolving increasingly complex or escalated application issues in a timely fashion
- Communicates effectively and provides customer service at every touch point to internal stakeholders and escalates to management as needed
- Recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs.Listens to end user feedback to capture potential needs/opportunities for application enhancements and solutions
- Promptly opens tickets, checks and logs all calls on support activity and resolution in the incident management system
- Ensures all open tickets in incident management system are properly documented and closed after resolution validated, or properly assigned to application support team to resolve
- Takes ownership of issues from initial report to eventual resolution leveraging other stakeholders and areas of the organization as needed
- Stays current with portfolio of applications and enhancements in order to provide technical support for product rollouts and/or existing offerings
- Collaborates with team members on best practices and learnings to ensure optimal service and support practices
- Executes tasks with urgency and escalates critical issues to management when required
Skills
- High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
- 3 - 5+ Years of experience providing web or software support services that directly aligns with the responsibilities of this role. (Required)
Benefits
- Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values andleadership attributes
- Leadership development and virtual training opportunities
- PTO/parental leave
- Competitive 401K and employee benefits
- Free financial counseling, health coaching and employee assistance program
- Tuition assistance program
- Work arrangements that work for you
- Effective productivity/technology tools and training
- Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual
- Other rewards may include long-term incentives, sales incentives and Lincolns standard benefits package
Company Overview