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Technical Support Specialist in Windsor, CT at Voya

Date Posted: 4/13/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Windsor, CT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    4/13/2019

Job Description

As part of the application process, a candidate account is required to log in and view application(s).  Please be sure to check email regularly for information regarding our employment process.

Profile Summary:

The Technical Support Specialist is responsible for answering incoming phone calls from external customers in a high call volume support center. (Prior experience providing technical support to Financial Business clients is required). The support specialist will perform technical analysis, trouble-shooting, and resolution of business application issues. Other responsibilities include creating a fully documented record of all incidents in the incident tracking tool, and timely follow-up with customers to achieve high customer satisfaction scores and SLAs in the ServiceNow Ticketing System.

Profile Description:

•         2nd level technical support experience in a fast-paced Financial support center with a high incoming phone call volume. highly desired

•         Experience supporting both internal and external customers in the financial services industry.

•         Understanding of multi-platform environments including, networking, remote access, and browsers. ( Unix, Mainframe, Intel, and Databases such as DB2, Sybase and Oracle.)

•         Experience working and collaborating effectively in a virtual and multi-site team environment.

•         Self-starter who is able to work independently

•         Ability to resolve a high volume of complex technical issues remotely

•         Understanding of call performance metrics and industry best practices for call handling.

•         Proven analytical and problem solving skills.

•         Strong background with Microsoft Products and solutions.

•         Ability to work in a high volume, high priority environment using multiple communication methods simultaneously

•         Ability to multi-task and prioritize work in alignment with business requirements.

•         Varying shifts from 8:00am to 6:30pm EST

•        

Knowledge & Experience:

•         Associate's Degree in Computer Science, Engineering or a directly related field.

•         Minimum of 3-5 years of 2nd level technical support experience in a fast-paced support center with a high incoming phone call volume.

•         Experience supporting external customers in the financial services industry.

•         A+ Certification preferred

•         Certified Help Desk Professional preferred

•         Strong knowledge of IT operations, responsibilities, work flow processes and procedures to resolve most inquiries independently.

•         Strong analytical and communication skills, along with sound judgment, and the ability to work effectively with employees and other IT staffs.

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Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.