You spend at least a third of your day at your job. You might as well spend it doing something you really love while working with a team you really enjoy being with, right? That’s the kind of atmosphere we offer at Pekin Insurance—fun, fast-paced, gratifying, supportive, and collaborative.

Of course, it’s not all fun and games. Insurance is a serious business, and we pride ourselves on making people’s lives whole again after a major disaster or even a fender bender. It’s that sense of helping people that makes our team want to do our best every day.

If you want to be excited about starting your workday and are ready to make a real difference in people’s lives, this could be the right spot for you.

See what Pekin Insurance has to offer by viewing a short video here.

Position Overview

The IT Support Specialist is responsible for providing technical support to end users in response to application or system service requests, incidents, and/or inquiries. The IT Support Specialist deals directly with end-users, primarily electronically or by telephone, and sometimes face-to-face. The IT Support Specialist provides the first level of contact and responds to requests for general IT support which may include: logging problems, password resets, generating trouble tickets, diagnosing, and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise.

The IT Support Specialist monitors and tracks trends in contacts and recommends solutions that can be implemented by the service desk. This includes the monitoring of key service desk statistics such as peak usage times to manage service desk efficiency, as well as the development of scripts or other programming necessary to operate or customize the service desk toolset. The IT Support Specialist looks to improve customer support processes and practices on an ongoing basis and drives to improve performance metrics such as first contact resolution, abandonment rates, and speed-to-answer.

Essential Job Functions

• Provides first point of contact and day-to-day technical support via messaging, email, phone, and face-to-face requests
• Works to drive to successful first-call resolution to agreed metrics
• Assesses, triages, and escalates tickets when appropriate
• Obtains and evaluates all relevant information to handle product and service inquiries
• Enters call data into the tracking system
• Uses remote technologies to resolve issues
• Responds and resolves Level 1 support requests
• May provide on-the-spot appropriate instructions to customers/end users
• Provides user access services
• Processes requests and incidents
• Diagnoses problems by evaluating multiple options
• Follows up on customer interactions and brings customer issues to closure, escalating to Level 2 and 4 when appropriate
• Documents incident status and resolution
• Communicates and coordinates with necessary internal departments
• Identifies and communicates incident patterns and proposes resolutions
• Assists in developing checklists and scripts for resolving routine problems
• Works to identify opportunities for automation and raises these opportunities to engineers
• Coordinates internal/external supporting resources and ensures incident details are confirmed and relayed
• Works to meet or exceed service level agreement (SLA) targets
• Recommends procedures and controls for service or lean improvements
• Recommends ideas for improving queue time, abandoned call rates, and first contact resolution
• Works to create, modify, and review documentation of issues resolutions, and recommends document job aids, quick tips, and knowledge base articles
• Performs other duties as assigned

Education & Experience

Required

• Associate degree in IT, Computer Science, Business, or a related field; or equivalent experience are required
• Typically requires 0-2 years of experience in the desired field or may have entry level technical or business work experience, including internships

Preferred

• Bachelor’s Degree preferred
• Previous customer service experience preferred

Certifications & Licenses

• N/A

Knowledge, Skills & Abilities

Basic knowledge of:

• Hardware and software products and problem solving/diagnostic skills

Basic skill in:

• Written and verbal communication
• Problem solving with the ability to visualize a problem or a situation and figure out how to solve it

Basic ability to:

• Learn quickly and troubleshoot situations
• Interact with end-users
• Understand and analyze contact data to identify patterns
• Handle constantly changing traffic flows, remaining productive during slow times, and effectively multitasking during busier times
• Think creatively and produce innovative solutions to problems

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