The Technical Support Senior Representative, under moderate supervision, is responsible for providing support for tier 2 and tier 3 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role provides advanced troubleshooting support to internal users for hardware and software utilized by the Company. The role is responsible to manage IT projects and portfolio agenda items at the IT Customer Service Level and provide initial assessment, triage, research, and resolution of tier 2 and tier 3 incidents and requests regarding the use of application software, hardware and/or infrastructure components.

• Provides initial assessment, triage, research, and resolution of tier 3 and tier 3 incidents and requests regarding the use of application software, hardware and/or infrastructure components.
• Escalates inquiries not resolved within the allotted time and follows up with customer weekly until resolved and delivers superior customer service through phone interaction with agents and customers.
• Ensures liaison between agents and policy owners and the business department, supports various operational tasks that ensure timely processing and accuracy of applications and policies.
• Collaborates with architecture and operations teams to ensure full technology lifecycle is understood, optimized, and managed effectively.
• Provides advanced technical support by phone, chat, email, and web ticketing interfaces to internal and external customers on software, hardware, business processes and services.
• Ensures continuous enhancement of customer service experience and increasing first call resolution.
• Collects support information and provides support for tier 2 and tier 3 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. Assists with developing/revising/documenting appropriate standards, process improvements, policies, and procedures, and conducts appropriate training. Provides subject matter expertise, training, technical assistance, and support to the IT Help Desk, project teams, and other IT departments.
• Serves as a resource, liaison, and relationship manager for other Business units including IT, Data Center, and external vendors supporting the IT Client Services Area.
• Provides mentoring/coaching to tier 1 and tier 2 support along with less experienced IT Client Service Representatives.
• Participates in Disaster Recovery tests and activities and consults with Business Units needing technical guidance and/or requirements.

• 3+ years of IT support experience in handling multiple system environments. High School Diploma or General Education Diploma (GED) and/or commensurate experience.