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The Technical Support Specialist is responsible for answering incoming phone calls from external customers in a high call volume support center. (Prior experience providing technical support to Financial Business clients is required). The support specialist will perform technical analysis, trouble-shooting, and resolution of business application issues. Other responsibilities include creating a fully documented record of all incidents in the incident tracking tool, and timely follow-up with customers to achieve high customer satisfaction scores and SLAs in the ServiceNow Ticketing System.
2nd level technical support experience in a fast-paced Financial support center with a high incoming phone call volume. highly desired
Experience supporting both internal and external customers in the financial services industry.
Understanding of multi-platform environments including, networking, remote access, and browsers. ( Unix, Mainframe, Intel, and Databases such as DB2, Sybase and Oracle.)
Experience working and collaborating effectively in a virtual and multi-site team environment.
Self-starter who is able to work independently
Ability to resolve a high volume of complex technical issues remotely
Understanding of call performance metrics and industry best practices for call handling.
Proven analytical and problem solving skills.
Strong background with Microsoft Products and solutions.
Ability to work in a high volume, high priority environment using multiple communication methods simultaneously
Ability to multi-task and prioritize work in alignment with business requirements.
Varying shifts from 8:00am to 6:30pm EST
Knowledge & Experience:
Associate's Degree in Computer Science, Engineering or a directly related field.
Minimum of 3-5 years of 2nd level technical support experience in a fast-paced support center with a high incoming phone call volume.
Experience supporting external customers in the financial services industry.
A+ Certification preferred
Certified Help Desk Professional preferred
Strong knowledge of IT operations, responsibilities, work flow processes and procedures to resolve most inquiries independently.
Strong analytical and communication skills, along with sound judgment, and the ability to work effectively with employees and other IT staffs.
At Voya, we have identified the following critical skills which are key to success in our culture:
Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Learn more about Critical Skills.