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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Triage Agent - Remote - **Company:** Allstate Corporation - **Location:** San Francisco, CA, United States (Remote available) - **Experience:** Starter - **Salary:** $42,099.0 - $65,790.0 - **Contract:** Temporary contract - **Skills:** Access Network, User Authentication, Avaya IP Phone 1140e, Computer Literacy, Virtual Private Networks (VPN), Knowledge Management, Network Connections, Microsoft SharePoint, Wi-Fi Technology, Software Troubleshooting, Headsets, Peripherals, Low Latency, Laptops, Workday, Servicenow - **Published:** August 10, 2026 - **Apply:** https://www.dice.com/job-detail/7fd80c5e-0a7d-414b-9304-3984f11a957c ## About the Role * 1-2 years of experience in technical support, helpdesk, contact center, or similar environment (preferred). * Experience supporting hardware or software troubleshooting in a corporate setting is a plus. * Basic to intermediate understanding of hardware troubleshooting (laptops, peripherals). * Familiarity with network connectivity concepts (VPN, latency, Wi-Fi, authentication). * Experience using ServiceNow (ticketing) * Strong written and verbal communication, especially in real-time support channels. * Ability to translate technical issues into clear, actionable steps for non-technical users. * Active listening and customer service orientation. * High attention to detail in ticket creation, documentation, and knowledge base updates. * Ability to follow SOPs consistently and accurately. * Comfortable working in a structured, SLA-driven support environment., Business Communications, Business Communications, Claims Review, Coaching, Communication, Communication Management, Continuous Improvement, Cross Training, Customer Experience Management, Customer Relationship Management (CRM), Customer Satisfaction, Decision Making, Development Coaching, Digital Literacy, Direct Selling, Employee Performance Evaluations, Hardware Troubleshooting, Influencing Others, Insurance Administration, Issue Management, Laptops, Network Connectivity, Performance Management (PM), Peripheral Devices, Problem Resolution {+ 13 more}, When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload. ## Description The Tech Triage Agent serves as the first line of technical support for Direct Sales agents, specializing in Level 1 troubleshooting for hardware, connectivity, system access, and application issues. This role handles inquiries through chat and voice channels, performs initial triage, resolves or escalates incidents, and ensures accurate documentation within ServiceNow and other internal systems. Tech Triage Agents play a critical role in keeping Direct Sales operational by minimizing downtime and ensuring timely resolution of technical issues. Work Environment * Remote contact center environment supporting inbound chats, calls, and emails. * Must be able to work in a structured schedule with performance expectations. * Occasional participation in Tech Days, onboarding support, and cross-functional meetings., Technical Support & Troubleshooting * Provide Level 1 technical support for Direct Sales agents via chat and voice calls. * Troubleshoot hardware issues including laptops, monitors, headsets, mice, and related peripherals. * Diagnose and resolve connectivity issues (VPN, network access, latency, login failures, etc.). * Perform system/application triage across platforms such as Workday, Verint, ServiceNow, SharePoint, Avaya, and internal tools. * Determine whether issues are isolated or system-wide through structured questioning. * Deliver clear solutions or temporary workarounds to limit downtime. Ticketing, Documentation & Escalation * Log all interactions in ServiceNow with complete and accurate documentation. * Follow established SOPs for interaction logs, KBI Article tagging, and resolution steps. * Escalate unresolved or complex issues to ATSC or designated Level 2 teams, ensuring: + Proper ticket routing + A documented follow-up plan + Verification that users return to production before closure * Process security access requests when appropriate and coordinate with the Security Access Coordinator. Workflow & SLA Management * Work from prioritized channels including calls, chats, email, and tickets. * Participate in future SLA-driven workflows as performance SLAs are developed. Knowledge Management & Continuous Improvement * Maintain and update knowledge articles in RightAnswers/SharePoint to ensure accuracy and relevance. * Participate in peer learning sessions and contribute insights, best practices, and technical discoveries. * Support onboarding classes through Tech Day participation and shadowing of new hires. * Engage in cross-training opportunities to expand tool and process expertise. Collaboration & Communication * Work closely with Tech Triage consultants, leadership, and sales operations teams to resolve issues quickly. * Communicate trends, recurring issues, and system-wide outages to leadership. * Participate in daily/weekly reporting as needed, providing insights into volume, trends, and user pain points. Professional Development & Coaching * Attend monthly 1:1 coaching sessions focused on growth, skill development, and performance review. * Pursue SME opportunities or pathway development toward consultant or leadership roles. * Apply feedback and participate in performance management processes when applicable., The candidate(s) offered this position will be required to submit to a background investigation. Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact. Allstate generally does not sponsor individuals for employment-based visas for this position. Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Destigmatizing the Workplace: Building Real Inclusion](https://www.wearedevelopers.com/videos/1492-destigmatizing-the-workplace-building-real-inclusion) - [Apple Vision Pro: Proven Development Methods Meet the Latest Technology](https://www.wearedevelopers.com/videos/1190-apple-vision-pro-proven-development-methods-meet-the-latest-technology) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [The Future of Employee Wellbeing: Benefits, Trust & Performance](https://www.wearedevelopers.com/videos/1808-the-future-of-employee-wellbeing-benefits-trust-performance) - [XR Demystified: Separating Facts from Fiction in 2024](https://www.wearedevelopers.com/videos/1117-xr-demystified-separating-facts-from-fiction-in-2024) ## Related Articles - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)