IT Support Technician
Company Name:
Sedgwick Claims Management Services, Inc.
Job Title: IT Support Technician
City: Memphis
State/Province: Tennessee
Position Type: Full Time
Description:
IT Support Technician
CLAIM YOUR FUTURE AS A GREAT PERFORMER!
Providing both satisfying and challenging work along with a highly professional and friendly work atmosphere, Sedgwick has a strong commitment to its colleagues and its clients. If you are seeking a place where you can do great things for those whose lives you touch while maximizing your own career possibilities, Sedgwick is the place for you. As the largest and most innovative Third Party Administrator in the claims industry and the first and only TPA to receive both recognition as the Best TPA in America and the covetedEmployer of Choicedesignation, we invite you to come be a part of our team and,Claim Your Future.
PRIMARY PURPOSE: To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Provides leadership, direction, and support to a team of IT Support colleagues.
Ensures IT Support processes and procedures are adhered to and departmental objectives are met.
Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions frominternaland external customers.
Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
Ensures company customer service standards are met.
Communicates high visibility issues to immediate supervisor.
Maintains good client relationships.
Serves as a final level of quality for issue escalation research.
Continues to identify areas of improvement (process or employee).
Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed.
Manages complex troubleshooting and software development issues as needed.
Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.
Escalates calls to the appropriate departments as needed.
Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.
Provides status and follow-up information to internal or external customers as needed.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
Performs other duties as assigned.
Supports the organization's quality program(s).QUALIFICATIONS
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Experience
Five (5) years of Help Desk or technical support serviceexperience or equivalent combination of education andexperience required. Supervisory experience preferred.
Skills & Knowledge
Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
Strong oral, written and business communication skills
Analytical, interpretive and decision-making skills
Strong organizational skills
Excellent interpersonal and customer service skills
Excellent negotiation and conflict resolution skills
Strong stress and time management skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick is an Equal Opportunity Employer
and a
Drug-Free Workplace
Additional Information: n/aEstimated Salary: $20 to $28 per hour based on qualifications.
Sedgwick Claims Management Services, Inc.
Job Title: IT Support Technician
City: Memphis
State/Province: Tennessee
Position Type: Full Time
Description:
IT Support Technician
CLAIM YOUR FUTURE AS A GREAT PERFORMER!
Providing both satisfying and challenging work along with a highly professional and friendly work atmosphere, Sedgwick has a strong commitment to its colleagues and its clients. If you are seeking a place where you can do great things for those whose lives you touch while maximizing your own career possibilities, Sedgwick is the place for you. As the largest and most innovative Third Party Administrator in the claims industry and the first and only TPA to receive both recognition as the Best TPA in America and the covetedEmployer of Choicedesignation, we invite you to come be a part of our team and,Claim Your Future.
PRIMARY PURPOSE: To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Provides leadership, direction, and support to a team of IT Support colleagues.
Ensures IT Support processes and procedures are adhered to and departmental objectives are met.
Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions frominternaland external customers.
Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
Ensures company customer service standards are met.
Communicates high visibility issues to immediate supervisor.
Maintains good client relationships.
Serves as a final level of quality for issue escalation research.
Continues to identify areas of improvement (process or employee).
Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed.
Manages complex troubleshooting and software development issues as needed.
Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.
Escalates calls to the appropriate departments as needed.
Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.
Provides status and follow-up information to internal or external customers as needed.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
Performs other duties as assigned.
Supports the organization's quality program(s).QUALIFICATIONS
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Experience
Five (5) years of Help Desk or technical support serviceexperience or equivalent combination of education andexperience required. Supervisory experience preferred.
Skills & Knowledge
Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
Strong oral, written and business communication skills
Analytical, interpretive and decision-making skills
Strong organizational skills
Excellent interpersonal and customer service skills
Excellent negotiation and conflict resolution skills
Strong stress and time management skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick is an Equal Opportunity Employer
and a
Drug-Free Workplace
Additional Information: n/aEstimated Salary: $20 to $28 per hour based on qualifications.
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