Analyst, Technology Services

What you'll do

• Provide level 1 technical support to agents and associates via phone, web, and chat channels.
• Diagnose, research, and resolve technical issues related to hardware, software, and network connectivity.
• Document, prioritize, and escalate complex technical issues to level 2 support teams with detailed data.
• Identify and communicate incident trends to prevent large-scale service interruptions.
• Manage the full PC lifecycle including acquisition, diagnostics, warranty repair, inventory, and disposal.
• Forecast and manage inventory for peripheral hardware such as monitors, keyboards, and headsets.
• Identify missing or incorrect knowledge articles and provide feedback to improve self-help documentation.
• Advocate for users by communicating feedback to technology partners when incident responses are rejected.

What we're looking for

• Previous TSD call center experience supporting employee-related technical issues at Nationwide is required.
• General Property Casualty business acumen is required.
• Familiarity with agency systems such as AGSS, AGCM, AgentCenter, or PolicyCenter/Guidewire is required.
• Experience providing customer support to exclusive and/or independent agents is required.
• One year or less of technology experience including basic troubleshooting is required.
• Undergraduate studies in computer science, management information systems, or a related field are preferred.
• Technology certifications or designations such as AWS, Azure, or scripting languages are encouraged (preferred).
• Good communication skills, Accelerated Solutions Delivery framework, Information Security acumen, and priority setting are preferred.