Provide technical support to Gerber Life through monitoring, problem determination, and resolution of issues reported through phone calls, emails, chats, and incidents with specific focus on Contact Center, UTS, Insurance Operations, Agency, and Marketing associates. Respond, escalate, and resolve issues within expected time frames. Escalate more complex issues to IT teams or Service Desk through Jira or ServiceNow. Document all issues according to departmental processes. Identify trends, taking action to address and resolve. Work with minimal supervision and make an established range of decisions, escalating to Supervisor when necessary. Collaborate with Business Systems - Quality, as needed, to ensure adequate information is provided for escalation and retesting defects, change requests, and enhancements. Assist with testing, participate in deployments, and provide aid to Business Systems - Quality based on business need. Assigned a specific schedule to support Contact Center hours of operation.

What you will do:

• Maintains a clear understanding of Gerber Life Contact Center systems.
• Monitors and responds to Contact Center and Operations user issues and concerns according to departmental procedures. Performs problem determination and resolution reported through phone calls, emails, chats, and incidents.
• Identifies widespread/mass issues, escalating to the appropriate technical team. Follows issue through to resolution and communicates updates to Contact Center users.
• Completes Citrix, Mainframe, and CSR passwords for Contact Center and some Operations users.
• Utilizes appropriate repository to assess users' historical issue/incident data and provides technical feedback on commonly known issues. Utilizes appropriate repository to document, analyze, and recommend actions to permanently solve software and hardware problems.
• Maintain data within Jira and ServiceNow to show the impact of issues and priority to IT Teams.
• Works closely with IT teams to ensure system and application functionality and reduce user downtime.
• Drives continuous improvement of software and hardware troubleshooting processes.
• Identifies trends in issue reporting and develops preventative solutions.
• Provides assistance to Business Systems - Quality with user acceptance testing, end-to-end testing, and regression testing as needed. Participates in deployment validations.
• Performs other duties as assigned.
• Complies with all policies and standards.

• Bachelor's Degree or commensurate experience (Required)
• Proven experience identifying, defining and quantifying problems; collecting or interpreting data, establishing facts and providing effective solutions. (Required) and
• Proven desire for achieving excellence in customer satisfaction, process and product quality, and reliability. (Required) and
• Proven experience handling multiple duties and completing assigned tasks accurately and timely. (Required) and
• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations. (Required) and
• Proven examples of managing multiple and conflicting priorities with excellent organizational skills. (Required) and
• Demonstrated experience working effectively within a team. Provide examples of motivating co-workers in difficult situations. (Required)
• 2+ years of general Contact Center operation experience with a high level of customer focus preferred. (Preferred)
• Proficient experience with Gerber Life Contact Center and Insurance Operations technology including telephony platform/functions, Lipgloss, Mainframe, Caesar (Sales Portal), and Underwriting Workbench. (Preferred)
• Must be a team player able to work effectively at all levels of the organization with the ability to influence others to move towards consensus.
• Highly reliable, trustworthy, honest, and commitment oriented.
• Flexible and able to work under tight deadlines while prioritizing tasks effectively.
• Ability to understand business needs and translate them into relevant business requirements.
• Self-directed, highly motivated, and able to work independently.
• Excellent verbal and written communication skills and effective interaction with all levels of staff and management. Proven ability to convey information in a clear, focused, and concise manner while expressing or exchanging accurate information.
• Learning agility with the ability to quickly learn new systems and processes.
• Accurate and thorough with attention to detail and a focus on continuous quality improvement.
• Strong knowledge of Microsoft products, including Word, Excel, PowerPoint, and Power Automate.
• Astute critical and analytical thinker.
• CompTIA A+ Certification Upon Hire (Preferred)
• Current Certified Software Tester (CSTE) Upon Hire (Preferred)
• Certified Software Quality Analyst (CSQA) Upon Hire (Preferred)
• Certified Test Automation Engineer-ASTQB ISTQB Upon Hire (Preferred)
• ASQ Certified Quality Improvement Associate (ASQ CQIA) Upon Hire (Preferred)
• Certified Software Test Professional (CSTP) Upon Hire (Preferred)

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Associate must be able to operate a motor vehicle for short and/or long distances
• Associate must be able to travel via car
• Occasional after-hours work needed
• Routine and/or extended after hours work needed

Travel Requirements:

• None