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Provides phone support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers.
Essential Job Functions
* Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. * Acts as representative of technical services to its customers. * Initiates, escalates or resolves problem tickets and/ or service requests. * Troubleshoots and resolves technical problems, escalates to support resources. * Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations. * Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s). * Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner. * Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources. * Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers. * Must be able to provide clear, concise, information through written and verbal communications.
* High school diploma or equivalent required. * Bachelor's degree preferred or equivalent relevant business experience or certifications.
* One year of technical experience or equivalent technical knowledge. * Customer service experience required * Call center environment experience highly desirable * Basic knowledge of MS Office and Windows Operating Systems
Special Skill Requirement
* Excellent communication skills both written and oral. * Understands routine business conversations and letters and is able to communicate with few errors. * Ability to work in a structured, call center environment. * Ability to adhere to schedule, availability and hours of the department.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
Job Posting: 05/16/2019
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