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ComputerWork: Jobs for Technical People

 

Cleveland OH Full Time Posted: Friday, 12 January 2018
 
 
Applicants must be eligible to work in the specified location

Alternate Locations: Cleveland, OH (Ohio); Pittsburgh, PA (Pennsylvania)

Relocation assistance is not available for this opportunity.

Requisition #42487

About the Company

Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses. Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates.

The Role

As the Application Support Sr. Service Rep, you will perform and deliver on routine and progressively more non-routine assignments for application support independently in accordance with established procedures and guidelines. You will provide a diverse range of information to Field Service Agents to optimize the use of technology and to troubleshoot and diagnose reported problems. You will also provide application training for Lincoln's Financial Advisor Field Offices.

Responsibilities

  • Performs a diverse range of tasks related to common programs and services by directly applying expanded knowledge obtained from the role in increasingly more complex situations.
  • Responds to, diagnoses and resolves application problems and tickets that are assigned via the Service Desk or directly from the field office user community. Includes more non-routine problem recognition, research, isolation and resolution.
  • Provides consultative support to employees or end users in resolving increasingly complex or escalated application issues in a timely fashion.
  • Communicates effectively and provides customer service at every touch point to internal stakeholders and senior management, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs.
  • Interfaces with the end users to identify potential needs/opportunities for software solutions.
  • Creates and delivers training for all supported applications as needed.
  • Promptly opens tickets, checks and logs all calls on support activity and resolution in the incident management system.
  • Recommends modifications and communicates them to his/her manager that will enhance the customer experience and/or technology offerings.
  • Participates in user acceptance and deployment testing of new releases prior to release to end users.
  • Acts as liaison between Information Technology teams.
  • Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
  • Works overtime as needed.

Education

  • Undergraduate Degree preferred

Experience

  • 3 - 5+ Years of experience providing software support services. (Required)
  • Experience in Financial Applications such as: Redtail, EMoney or Smart Office preferred
  • Demonstrated Exceptional Customer Service skills
  • Demonstrates strong written and verbal communication skills.
  • Ability to work with others in a team environment.
  • Demonstrates the ability to use sound judgment and discretion regarding confidential information.
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Demonstrates ability to work in a fast-paced environment.
  • Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
  • Demonstrated solid relationship management skills with internal and/or external clients (eg management, peers, colleagues, customers).
  • Ability to interact with both non-technical users and highly technical users.
  • Proficiency in understanding and troubleshooting Microsoft Office Applications, OWA, Exchange and PDA devices.
  • Ability to define problems, collect data, establish facts and draw valid conclusions in order to provide pertinent information for escalation of issues.
  • Ability to quickly grasp, understand and use new technologies.

Travel

  • Travel Type: Regional Domestic
  • Travel Amount: up to 30%

This position may be subject to Lincoln's Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln's current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Lincoln Financial Group ( LFG ) is an Equal Opportunity employer and as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.


Cleveland OH, United States of America
IT
Lincoln Financial
Lincoln Financial
JS42487-EN_US
1/12/2018 10:35:52 PM


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