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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:  2530

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

 

Education & Experience Required 

  • Minimum Required High School Diploma or Equivalent
  • Minimum Required Associate's degree Computer Science
  • 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)

 

Education & Experience Preferred

  • Preferred Bachelor's Degree computer science, information systems, or a related field
  • Preferred Certificate Help Desk Professional certification or Microsoft MCP Qualification Level Experience

 

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

 

Competencies 

  • Acting with Integrity 
  • Communicating Effectively 
  • Pursuing Self-Development 
  • Serving Customers 
  • Supporting Change 
  • Supporting Organizational Goals 
  • Working with Diverse Populations 

 

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