At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently… device and identity protection.
Job Description
The Technology Triage Senior Associate serves as a primary liaison between the Allstate Technology Solution Center (ATSC) and Direct Phone Sales (DPS), focusing on educating home-based workers, sharing best practices, and providing feedback to enhance the virtual technical experience and minimize system downtime. This role requires functional skills of strong technical acumen, empathy, change agility, excellent communication skills, root cause problem solving skills, and critical thinking. This role will include offering high-quality technical support to front line representatives and leaders, resolving technical issues, handling inbound and outbound calls, chats, and emails, and ensuring customer satisfaction through effective troubleshooting and escalation of complex issues.
Key Responsibilities:
• Serve as the first point of contact for technical issues reported by DPS.
• Handle inbound calls, chats, and emails from DPS employees seeking technical assistance.
• Provide prompt and accurate responses to inquiries and technical issues.
• Escalate complex issues to higher-level support or appropriate areas as needed.
• Ensure timely follow-up and resolution of escalated issues.
• Diagnose problems by asking targeted questions and using remote diagnostic tools.
• Identify whether issues are hardware, software, network, or user related.
• Guide DPS employees through step-by-step solutions using clear and concise instructions.
• Resolve basic technical issues related to software, hardware, and network issues.
• Document all support interactions and solutions in the support ticketing system.
• Assists frontline employees in accessing online resources for process and technical support.
• Provide guidance to DPS employees on the proper use of technology and software applications.
• Conduct periodic training sessions for system setup with new hires (Tech Day).
• Contribute to the development of support documentation and updates to Right Answers as needed.
Accountabilities:
• Demonstrates a comprehensive understanding of specific company products, features, functionalities, and best practices to portray confidence and credibility to frontline employees.
• Proactively take ownership of work.
• Work closely with other support team members to share knowledge and solutions.
• Demonstrate a passion for serving all stakeholders (customers, front line employees, and leaders).
• Follow up with stakeholders to ensure issues are fully resolved and stakeholders are satisfied.
• Provide feedback on common issues and suggest improvements to support processes.
• Participate in ongoing training and professional development activities.
• Flexibility in work schedule. Team members may be required to work any shift offered by DPS.
Functional Key Skills:
• Strong knowledge of computer systems, software, and network troubleshooting.
• Ability to navigate on-line resources for Allstate applications and knowledge management.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Commitment to continuous learning and improvement.
• Strong flexibility and positive attitude towards change to service stakeholder needs.
Education and Experience:
• High School Diploma or GED (preferred)
• 0-2 years of experience in a technical support or customer service role (preferred)
Education and Experience (in lieu):
• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Supervisory Responsibilities:
• This job does not have supervisory duties.
Hours of Operation
Monday – Friday 7:00 AM – 7:30 PM (CST)
Saturday – Sunday 8:00 AM – 4:30 PM (CST)
Candidate must be able to work within the hours of operation.
Skills
Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented
Compensation
Compensation offered for this role is $17.43 – 24.55 per hour and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Joining our team isn’t just a job – it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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To view the ‘EEO is the Law’ poster click ‘here’. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs
To view the FMLA poster, click ‘here’. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee’s terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment
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