Job description
Position Summary:
The End User Support Specialist (Specialist, IT Service Experience) is part of a team responsible for providing technical and business support for Guardian End-user software platforms, including resolving incoming issues upon first contact within the team whenever possible; documenting tickets with triage information before advancing to next tier; providing ongoing support until issues are resolved. The Specialist recognizes the importance of their work, its financial, social and compliance implications as a primary goal while ensuring that Guardian’s high standards for Customer Service/Support are met.
Position Responsibilities:
- Provide application support and guidance for Guardian proprietary Individual Markets software products while adhering to established SLAs.
- Solve incoming Incidents for Individual Markets customer-facing applications/products as well as internal systems; if needed, route to appropriate individuals/groups for resolution.
- Update tickets daily with current status or upon request.
- Work with Level 2 and Development teams to provide information on defects and workflow for issues reported.
- Work closely with multiple Shared Services units to ensure end-to-end visibility and optimal tuning of alerts/notifications.
- Communicate application incidents and issues to key collaborators, including management, development teams, end users, and unit leaders.
- Act as liaison between internal/external customers and the Individual Markets Software & Technology departments for timely resolution of requests/issues, in addition to working closely with Individual Markets business organization to maintain positive relations with our customers.
- Attend meetings with customers, Operations, and/or other support teams to discuss critical incidents and open defects.
- Identify, classify, and prioritize business critical issues, including production defects, fixes, and enhancements. Test fixes and perform post–resolution follow-ups to ensure problems have been adequately resolved.
- Lead by example, take advantage of peer coaching opportunities to share knowledge and experience.
- Establish and maintain excellent partnerships with key internal providers of systems management - including Incident, Problem, and Organisational Change.
- Provide feedback to ensure Incident and Problem Management is a mechanism that feeds continuous improvement.
- Maintain a high level of integrity, courtesy, respect, and discretion while interacting with customers and vendors.
- Adhere to departmental procedures and standard methodologies while looking for improvements whenever efficiencies or quality standards are not met.
- Working with collaborators and fix agents via a variety of contact methods, including a phone queue, instant messaging, group chat applications, and email.
- Assist in updating and maintaining the team’s knowledge repository, including a customer-facing SharePoint site, by posting status updates, creating new self-service documentation for customers and the team, and managing links to FAQ and self-service information.
- Assist with daily, weekly, and monthly reporting as required.
- Regularly review department metrics to identify trends in application defects and advance appropriately.
- Other duties as required.
Qualifications
- 3-5 years of experience in Production Support Level 1.
- Solid understanding of and experience with some Individual Markets applications (preferred).
- Advanced Underwriting System (AUS), CLOAS / GUI, eDelivery / eOffer, Status Tracking and Reporting System (STARS), Enterprise Document Viewer (EDV), IBM Content Navigator (ICN), GPAC, Guardian Online (GOL), Client Manager, Guardian Proposal System (GPS), iPipeline / eApp, My Account Manager (MAM), OnDemand, OTTO, Straight Through Processing (STP), and Unity).
- General knowledge of the operational areas within the Individual Markets Profit Center as well as a good awareness of the wider Guardian structure.
- General understanding of application interdependencies and the effect those interdependencies have on supported business operations.
- Exceptional customer service, interpersonal and communication skills (verbal and written), to positively influence other team members and partners.
- Deep technical/analytical skills with keen attention to detail.
- Ability to work under stress, balancing multiple tasks and priorities while maintaining composure and resiliency to remain focused.
- Excellent track record of structured, logical, and methodical approach to problem solving, data gathering, analysis, and reporting.
- Self-organizing and demonstrates flexibility.
- Agile and continual learner.
- Demonstrates self-awareness and seeks/embraces feedback.
- Demonstrates ability to be an assertive, personable, energetic individual that works effectively across all organizations within the company.
- Demonstrable ability to mentor individuals and support the development of talent across the team.
Location - Remote Opportunity.
#L1-RV
Our Promise
At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Salary Range
$46,310.00 - $77,180.00
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
Inspire Well-Being
As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
Health Care
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Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits
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Dental plan
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Vision plan
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Health care accounts – flexible spending, health reimbursement, and health savings accounts
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Critical illness insurance
Life and Disability Insurance
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Company-paid Life and Disability insurance plus voluntary supplemental coverage
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Accident insurance
Retirement and Financial
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401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
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Complimentary 1:1 financial guidance with a licensed Fidelity representative
Time Off and Remote Work
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Flexible work arrangements (part in-person/part remote)
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Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
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Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
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Paid parental leave and paid family and medical leave policies
Emotional Well-being and Work-Life
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Emotional well-being, mental health, and work/life resources powered by Spring Health
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Wellness programs, including fitness program and equipment reimbursement
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Child, adult, and elder back-up care support through Bright Horizons
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Adoption assistance
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College planning
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Tuition reimbursement
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Student loan assistance
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Commuter benefits in select metropolitan areas
Justice, Equity, Diversity & Inclusion (J.E.D.I.)
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Employee Resource Groups that advocate for inclusion and diversity
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J.E.D.I. certification and training programs
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Matching gifts/volunteering
Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
Equal Employment Opportunity
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact
applicant_accommodation@glic.com
.
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