Hybrid- Associate Technical Support Analyst

• Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers.
• Troubleshoot, diagnose, and resolve complex issues across a wide array of PC’s, laptops, Apple computers, tablets, printers, wireless and POE security cameras, mobile phones, and other business and personal devices.
• Provide excellent customer service and ownership of technical support issues.
• Work well in a high energy, dynamic, and collaborative environment.
• Provide appropriate responses and expectations in a timely and efficient manner.
• Work as the customer’s advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention.
• Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.

• 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
• Strong experience and working knowledge in one or more of the following technical specialty areas:
• PC Support: MS Windows, MS Office, Apple OS X, home and small business networking/Wi-Fi, printers, card readers, projectors, etc..
• Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
• Smart Devices: voice assistants, smart lights, smart TV’s, wearable technologies and other automation systems.
• High school diploma or GED (post-secondary education preferred).
• Must be able to type 30-40 WPM.

What other skills/experience would be helpful to have?

• Bachelor’s degree preferred, Associates degree a plus.
• 1 year of experience in technical support role.
• Technical certifications from organizations such as CompTIA A+, Network+, Microsoft, Apple, or other related bodies in the technical industry.
• Experience working within a support organization providing phone/chat/email based support to customers.
• Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
• Excellent verbal and written communication and interpersonal skills.
• Experience in writing technical documentation for inclusion in a Knowledge Base.
• Experience with providing training and coaching, either to customers or to internal colleagues.
• Able to collaborate, interact, cooperate and motivate across job functions and teams.
• Bilingual (Spanish and English) both written and verbal

This is a Full-time job. Assurant’s hours of operation are 24/7, 365 days per year. The 40-hour work week schedule would be within the hours of operation and may be subject to change based on business needs. Work schedules are generally set for several months at a time but are subject to change based on business needs and we have periodic shift bids that help determine your work schedule. Interested candidates must have a reasonable degree of schedule availability and flexibility to work varying schedules throughout the year.

This role is posted for anticipated future openings.

If no application deadline is provided, this role may be a pipeline requisition, and we’ll continue to collect applications on an ongoing basis, or there is no requirement for this information in the location where the role is posted.

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

• Your medical benefits begin on your first day
• We provide excellent compensation and retirement programs
• We deliver exceptional paid time off
• We provide tuition reimbursement available after 6 months

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.