Advanced Technology Support Consultant

About the role

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.

We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.

We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.

What’s the role?

As a technical, hands-on Advanced/Escalation Service Desk team member, your job is to both independently, and within the team, resolve our most advanced and complex technical support items in a fast-paced and exciting omni-channel environment. You will have direct contact with our Field Force as well as our Home Office employees- including our own Service Desk, as well as our partner technical teams.

You will perform deep issue analysis and utilize advanced knowledge to provide solutions from second level support, while also supporting our first level techs through incoming phone work, and working with our partner teams to provide feedback and consultation on new technologies and their impact to our clients. A deep drive to provide an exciting and fantastic experience to our clients is critical to your success.

Your general milestones in the first 6 months are

Be able to jump headfirst into level 1 and 2 support calls to learn about our technical environment. Quickly develop relationships across the Service Desk and ask appropriate questions/do research to effectively construct solutions to more complex issues

Develop an understanding of all areas of our Service Desk while shifting between call and escalation work, as needed, by the business to accomplish goals. Be seen as a developing leader in the technology space. Start to bring ideas forward to help constantly change and grow the space

Be able to deftly move between assignments at the Service Desk, providing technical guidance across the team. Be able to handle our most complex issues and challenging clients. Develop and implement changes on a regular basis that improve the client experience

Bring Your Best! What this role needs

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 internally (HO) and externally (Field), verbally and 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.

Initiative and motivation, including willingness to seize opportunities to identify, independently drive and implement process/service improvement and innovation

Ability to diffuse/resolve escalations, resolve complex issues, train, mentor and coach others

Keen attention to detail including proficiency in clear and understandable ticket documentation

• Req ID: 16503
• Position Type: Regular Full Time
• Education Experience: Associates Required
• Employment Experience: 3-5 years
• Licenses/Certifications: Not Applicable
• FLSA Status: Exempt
• Posting Date: 08/15/2017