Service Desk Analyst
hace 4 días
**About Us**
Integon Service Co. supports its insurance company affiliates, which offer property and casualty insurance products, including personal auto, homeowners, RV, motorcycle, small business auto insurance and more.
With our Mexico headquarters located in Tijuana, Baja California, at Integon, with over 900 employees, we continue to grow our portfolio of remote positions that can be filled anywhere in the country. We offer the stability of a large corporation with the flexibility of a remote or hybrid career.
We continue to build a caring and inclusive company culture and are proud to be certified as a **Great Place to Work**
Provides technological support by investigating and resolving complex problems. Responsible for general administrative duties related to the management of individual and/or team tickets, call flow, and project work. Effectively demonstrates customer care principals in individual to group interactions.
**Key Responsibilities**
- Collaborates with other business units to resolve advanced technical needs and provides authored solutions to increase resolution by first contact interactions
- Consistently interacts with voice, network services, software developers, product operations and/or vendors to re-establish service and/or identify and resolve the root cause and/or more complex problems
- Manages the expectations of customers
- Conducts testing to ensure that all information systems products and services meet maximum organization standards and end-user requirements
- Thoroughly tests software and/or hardware to ensure proper operation and freedom from defects. Simulates and analyzes issues to resolve operating difficulties
- Recommends system modifications to reduce user problems due to updated and/or new technology, minor rules/rates and form releases. Recognizes and acts on inconsistencies
- Collaborates with the affected business units regarding new/upgraded technologies
- Designs, develops and executes basic to complex client communication after thorough analysis
**Requirements**:
- Troubleshooting skills
- Customer support skills
- Work organization
- Interpersonal skills
- Oral and written communication skills
**Preferred Skills/knowledge**
- Cisco platform knowledge
- Call center environment experience desired
- Advanced English
- Routing/Pin commands
**Salary**: $25,595.28 per month
**Education**:
- High school or equivalent (preferred)
**Experience**:
- Service desk: 1 year (required)
**Language**:
- English (required)
Work Location: Remote
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