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Sr Technical Support Spec

The Company:  Aflac Dental & Vision
The Location: 

Remote, US FL, US

The Division:  Dental & Vision
Job Id:  2311

Job Summary

 

Develops and implements strategies and common solutions; supports and maintains customer technologies on computer systems, with the goal of improving the customers’ ability to leverage technology to support the business

 

Principal Duties & Responsibilities

 

• Provides basic-to-complex support on a broad range of products; acts as the subject matter expert in certain areas; escalates problems appropriately; and monitors and maintains ownership of issues to ensure problem resolution

• Serves as the subject matter expert in performing complex maintenance and support of most customer products; works on projects as a project team member or lead, and may participate in project planning and requirements

• Troubleshoots and analyzes complex issues/problems specific to a broad range of infrastructure products and networking components; documents solutions and builds checklists for team use; provides on-the-spot training to clients and practices proactive knowledge-sharing

• Researches, evaluates, and recommends hardware and software technologies to support IT Service Support Initiatives. (Lead)

• Participates in the communication of solutions for client service improvements, including but not limited to documenting instructions, process improvements, solutions, technical articles, white papers, and proposals

• Participates in the analysis, recommendation, development and client service improvements and solutions. (Lead)

• May install new software, and upgrades

• Maintains problem-tracking logs; identifies and communicates the existence of patterns in tracking logs as appropriate

• Has the authority to speak for a project team.(Lead)

• Provides input to developers, department staff members, and management to observe and resolve technical issues; mentors and trains less experienced staff members

• Provide administrative support for IT Service Support internal systems and tools (Lead)

• Maintains service-level agreement targets and ensures that requirements are met or exceeded; ensures that customers follow appropriate service procedures and that all executive management issues are handled as top priority

• Interacts with customers in a courteous and professional manner, promoting good customer relations

• Maintains the IT severity notification list and notifies proper support staff of any issues

• Works with multiple-vendor technical support, coordinating solutions between clients, contractors, and product manufacturers

• Works with leadership to determine appropriate support level and tier for systems troubleshooting (lead)

• Provides metrics and reporting on service-level agreement targets (Lead)

• Act as a team lead liaison and Point of Contact for the team in the absence of the supervisor (Lead)

• Provide after-hours support for Aflac Japan/Global Investments as needed

• Performs other related duties as required

 

Specialist - Education & Experience

 

Qualification Level Education Degree Specification

Minimum Required High School Diploma or Equivalent

Minimum Required Associate's degree Computer Science

Preferred Bachelor's Degree computer science, information systems, or a related field

Preferred Certificate Help Desk Professional certification or Microsoft MCP

 

Qualification Level Experience

Minimum Required Two or more years of work-related experience

Minimum Required Working knowledge of basic to complex hardware and software products, problem-solving, and troubleshooting skills

Minimum Required Knowledge of the latest technologies obtained by attending training and conferences

Minimum Required Excellent bilingual comprehension skills; bilingual writing and grammar skills, and ability to translate from Spanish to English and English to Spanish (for bilingual positions) Or an equivalent combination of education and experience.

 

Job Knowledge & Skills

 

Technical Skills (Service Center):

  • TSO 
  • Windows XP 
  • Windows 2000 
  • Troubleshooting 
  • Help Desk Professional 
  • Knowledge of Aflac Products 
  • New Business Processes 
  • Database design 
  • Microsoft Office 
  • PC Anywhere 
  • Imaging Technology 
  • Cust Svc/Telephone/Grammar 
  • Knowledge of Aflac Systems

 

Technical Skills (Desktop Support):

  • Microsoft Platforms 
  • Intel-based PCs 
  • Microsoft Office 
  • Android Products 
  • Apple Products 
  • MS Windows Technologies 
  • Networking Technologies 
  • Software Evaluation 
  • Troubleshooting 
  • Hardware & OS

 

Organizational Competencies

 

· Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments

· Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener

· Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities

· Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages customer expectations

· Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial

· Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals

· Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds

 

Working Conditions

 

The statements below describe the general nature and level of the work and are not an exhaustive list of all responsibilities, duties, and skills required.

Normal office environment (virtual or in-person)

 

Travel

 

None Required


Nearest Major Market: Eugene