Technical Support Assistant - Bilingual
- Employer
- Progressive Insurance
- Location
- Saint Petersburg, Florida
- Salary
- Not Specified
- Posted
- Jun 27, 2018
- Closes
- Aug 01, 2018
- Ref
- 8a78879e625093ad0162642fa8517026#GIJ--ASI.1
- Category
- Administration / Clerical, IT
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Purpose
Delivers customer service for technical matters related to ASIs policyholder site, direct-to-consumer site, policy system logins, and IVANS. Also answers basic questions posed by misdirected callers in order to reduce call transfers and increase first-call resolution.
Essential Job Functions
- Responds to customer inquiries in accordance with department standards across all customer contact methods, including but not limited to the Technical Support queue and Inbox.
- Analyzes issues reported by customers. Follows up via phone or email with information, guidance, and/or instruction necessary to reach resolution.
- Collaborates with Quality Control for issue escalation and resolution when required.
- Answers basic questions regarding policy status and other non-technical issues when appropriate; routes other misdirected queries and requests to the appropriate department.
- Takes payments.
- Accurately categorizes and tracks reported issues.
- Performs other duties as assigned.
- Additional Job Functions:
- Monitors reported issues for trends, identifying areas for improvement and providing suggestions to Team Lead.
- Reviews internal audit results to detect trends and possible errors in system functionality.
- Documents, tracks, and communicates test results for policyholder site, direct-to-consumer site, and policy system changes.
Job Qualifications
- Associates degree or two years of experience with history of high performance analyzing, identifying, or troubleshooting customer-reported issues; insurance industry experience a plus.
- Possesses high-school-level English language and grammar skills. Communicates with professional decorum.
- Demonstrates active listening skills through effective use of questions, reflection, and empathy strongly preferred.
- Demonstrates exceptional follow- up skills; ensures no customer or issue slips through the cracks, including technical or system issues that require extensive time to resolve.
- Ability to grasp concepts quickly, pay attention to details, think through problems logically, apply high-school level math skills, and make appropriate decisions.
- Willingness to work flexible shifts and overtime as needed for CAT response.
- Demonstrates integrity.
- Demonstrates a bias toward exceptional customer service; experience providing customer service preferred.
- Demonstrates the ability to get along with work associates.
- Intermediate skill level in Microsoft Excel and Word preferred.
Similar jobs
-
New
-
New