Technical Support Specialist

Voya Windsor , CT 06006

Posted 1 week ago

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Profile Summary:

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.

Profile Description:

  • 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.

#LI-NP1

Critical Skills

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.


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Technical Support Specialist

Voya