What are the responsibilities and job description for the Technical Support Specialist position at Ryan Specialty Group?
Position Summary
The Technical Support Specialist is responsible for enhancing technical support service reliability, monitoring systems, and driving continuous improvement initiatives. The role implements strategic initiatives to enhance the customer service experience and ensure a seamless and efficient support ecosystem. They resolve problem tickets, conduct software license compliance, and manage incidents for critical services, providing technical expertise and proposing solutions.
What will your job entail?
Job Responsibilities :
- Maintains high customer service standards and effective relationships with key stakeholders, demonstrating extensive knowledge of the business, industry, and the customers.
- Provides resolution for problem tickets, identifies root causes, and conducts software license compliance and auditing when necessary.
- Troubleshoots system and network problems, software faults or hardware complications and provides appropriate solutions to resolve complex IT issues.
- Manages incidents for critical services, diagnoses and troubleshoots existing systems, addresses technical queries, and proposes appropriate solutions for resolving issues.
- Provides subject matter expertise, training and technical assistance to Desktop peers, project teams, and other IT teams.
- Drives technical and quality improvements across incident and knowledge management processes, owns Key Performance Indicators (Service Targets, Customer satisfaction, etc.) and seeks operations support improvement.
- Provides recommendations for new and upgraded technologies by analyzing the industry trends and ensures increased efficiency and effectiveness of the IT systems and processes.
- Supports systems integration testing and user acceptance testing, offering valuable insights for a seamless testing process.
- Conducts research to enhance service reliability and performance, establishing documented standard operating procedures for escalating complex unresolved issues.
- Monitors systems, hardware, and software using various tools and technologies, driving continuous improvement initiatives.
- Leads strategic planning and execution of Disaster Recovery tests, ensuring preparedness and resilience in critical scenarios.
Work Experience and Education :
Must have experience with one of the following :
Aim, imageRight, ConceptOne
Licenses & Certifications :
Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.
How We Support Our Teammates
Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them - and their family members - achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.
The target salary range for this position is $72,000.00 - $90,000.00 annually.
The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https : / / benefits.ryansg.com / .
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com
The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Salary : $72,000 - $90,000
