What are the responsibilities and job description for the Technical Support Analyst position at Northwestern Mutual?
Job Description
At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
Will be a hybrid position If within 30 miles to one of our corporate locations (Milwaukee, Franklin, or NYC).
Primary Duties and Responsibilities
Qualifications
Our Benefits!
Compensation Range:
Pay Range - Start:
$80,920.00
Pay Range - End:
$115,600.00
Please note that this is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.
Grow your career with a best-in-class company that puts our client's interests at the center of all we do. Get started now!
We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.
Will be a hybrid position If within 30 miles to one of our corporate locations (Milwaukee, Franklin, or NYC).
Primary Duties and Responsibilities
- Provides operational support by utilizing current and future technologies available to use in the Information and Cloud Services Organization for contact centers. Contact center tools are unique tools within the industry.
- The candidate for this position will need to be willing to learn new tools to design and maintain systems within this environment.
- This position will typically provide level 2 and some level 3 support for contact center systems and services.
- Provides omni- channel technical support (Home Office and Field) in a fast paced, high-pressure environment while multi-tasking and/ or re-prioritizing efforts as needed.
- Performs initial client experience consultation to include Applying functional / technical knowledge for problem/issues analysis, use of software tools to assist in developing solutions and test fixes to resolve first action whenever possible.
- Seeks more complex assignments and issue resolution to gain experience in becoming a cross-functional technical subject matter expert in our operational and engineering support.
- Identifies process/ service improvement ideas with a continuous learning and improvement mindset. Partners with more experienced team members to help drive innovation and idea implementation where possible.
- Ability to establish strong interpersonal relationships with internal and external teams. Participates in temporary project / support assignments as needed.
- Leverages experience, existing communication channels, and knowledge management to execute process and resolve issues while exciting and level setting clients about the technology environment. Offers ideas to enhance client experience.
- Some development and administrator work will be done within the core Five9 cloud platform.
Qualifications
- Associates or Bachelor's degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience required
- Minimum of 2 years technical support or technical experience
- Advanced knowledge in computer, mobile device hardware, and software trouble-shooting including proficiency in using software support tools.
- Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally an in writing at all levels in a succinct yet understandable fashion based on audience.
- Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment. Resolves issues while exciting and level setting clients about the technology environment. Offers ideas related to enhancing the client experience.
- Strong oral and written communication skills, including ability to quickly build rapport and create a distinctive client experience.
- Strong analytic skills and ability to solve problems
- Initiative and motivation to include willingness to share feedback to drove process improvement.
- Ability to adapt to changing needs of the business.
Our Benefits!
- Highly competitive compensation, including annual bonus opportunities
- Medical/Dental/Vision plans, 401(k), pension program
- Tuition reimbursement, commuter plans, and paid time off
- Extensive Professional Training Opportunities
- Excellent Work/Life Balance
Compensation Range:
Pay Range - Start:
$80,920.00
Pay Range - End:
$115,600.00
Please note that this is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.
Grow your career with a best-in-class company that puts our client's interests at the center of all we do. Get started now!
We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.
Salary : $80,920 - $115,600
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