Sr Technical Support Spec

Columbus, Georgia
Full time
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Insurance & superannuation
5,001-10,000 employees
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Salary Range: $40,000 – $95,000

Job Posting End Date: 7/27/24

We’ve Got You Under Our Wing

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by

Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

Worker Designation – This role is hybrid. This means you will be expected to report to one of our Aflac offices located in Columbus, GA for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.

What does it take to be successful at Aflac?

  • Acting with Integrity
  • Communicating Effectively
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations

What does it take to be successful in this role?

  • Technical Skills (Service Center):
    • TSO
    • Microsoft Windows Technologies
    • Mocrosoft Office
    • Troubleshooting
    • Help Desk Professional
    • Remote Support Technologies
    • Imaging Technology
    • Cust Svc/Telephone/Grammar
    • Knowledge of Aflac Systems
    • Knowledge of Aflac Products
    • New Business Processes
  • Technical Skills (Desktop Support):
    • Microsoft Platforms
    • Intel-based PCs
    • Microsoft Office
    • Android Products
    • Apple Products
    • MS Windows Technologies
    • Networking Technologies
    • Software Evaluation
    • Troubleshooting
    • Hardware & OS

Education & Experience Required

  • High School Diploma or Equivalent
  • Associates Degree in Computer Science
  • Two or more years of work-related experience
  • Working knowledge of basic to complex hardware and software products, problem-solving, and troubleshooting skills
  • Knowledge of the latest technologies obtained by attending training and conferences
  • Excellent bilingual comprehension skills; bilingual writing and grammar skills, and ability to translate from Spanish to English and English to Spanish (for bilingual positions)

Or an equivalent combination of education and experience

Education & Experience Preferred

  • Bachelor’s Degree in computer science, information systems, or a related field
  • Help Desk Professional certification or Microsoft MCP

Principal Duties & Responsibilities

  • Provides basic-to-complex support on a broad range of products; acts as the subject matter expert in certain areas; escalates problems appropriately; and monitors and maintains ownership of issues to ensure problem resolution
  • Serves as the subject matter expert in performing complex maintenance and support of most customer products; works on projects as a project team member or lead, and may participate in project planning and requirements
  • Troubleshoots and analyzes complex issues/problems specific to a broad range of infrastructure products and networking components; documents solutions and builds checklists for team use; provides on-the-spot training to clients and practices proactive knowledge-sharing
  • Researches, evaluates, and recommends hardware and software technologies to support IT Service Support Initiatives. (Lead)
  • Participates in the communication of solutions for client service improvements, including but not limited to documenting instructions, process improvements, solutions, technical articles, white papers, and proposals
  • Participates in the analysis, recommendation, development and client service improvements and solutions. (Lead)
  • May install new software, and upgrades
  • Maintains problem-tracking logs; identifies and communicates the existence of patterns in tracking logs as appropriate
  • Has the authority to speak for a project team.(Lead)
  • Provides input to developers, department staff members, and management to observe and resolve technical issues; mentors and trains less experienced staff members
  • Provide administrative support for IT Service Support internal systems and tools (Lead)
  • Maintains service-level agreement targets and ensures that requirements are met or exceeded; ensures that customers follow appropriate service procedures and that all executive management issues are handled as top priority
  • Interacts with customers in a courteous and professional manner, promoting good customer relations
  • Maintains the IT severity notification list and notifies proper support staff of any issues
  • Works with multiple-vendor technical support, coordinating solutions between clients, contractors, and product manufacturers
  • Works with leadership to determine appropriate support level and tier for systems troubleshooting (lead)
  • Provides metrics and reporting on service-level agreement targets (Lead)
  • Act as a team lead liaison and Point of Contact for the team in the absence of the supervisor (Lead)
  • Provide after-hours support for Aflac Japan/Global Investments as needed
  • Performs other related duties as required

Total Rewards

This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. The range has been created in good faith based on information known to Aflac at the time of the posting. Compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate. The salary range for this position is $40,000 to $95,000.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state mandated sick leave (Washington employees accrue 1 hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to sick and safe leave, and adoption and parental leave, in all states and localities. #DICE