Executive support technician

Everest; New York (NY); On-site; USD 85,000 - 105,000; Full time

Job summary

A leading global reinsurance provider, Everest, is seeking an Executive Support Technician in New York. In this role, you will provide exceptional technical support to VIP executives, demonstrating strong interpersonal skills and technical expertise. This position offers a dynamic working environment with opportunities for professional development.

Benefits

Dynamic training & professional development

Tuition reimbursement programs

Flexible work arrangements

Qualifications

• Four years experience resolving issues for VIP customers.
• Strong background in technology and IT service management.
• Ability to improve efficiency and communicate technical solutions.

Responsibilities

• Provide Level I and II support to executive personnel.
• Resolve complex issues promptly and maintain relationships.
• Deliver remote support and manage VIP Ticket statistics.

Skills

Customer service

Technical problem solving

Interpersonal communication

Education

Bachelor's degree preferred

Tools

ServiceNow

Job description

Title:

Executive Support Technician

Company:

Everest Global Services, Inc.

Job Category:

Technology

Job Description:

About Everest:

Everest Group, Ltd. (Everest), is a leading global reinsurance and insurance provider, operating for nearly 50 years through subsidiaries in North America, Latin America, the UK & Ireland, Continental Europe and Asia Pacific regions. Throughout our history, Everest has maintained its discipline and focuses on creating long-term value through underwriting excellence and strong risk and capital management. Our strengths include extensive product and distribution capabilities, a strong balance sheet, and an innovative culture. Our most critical asset is our people. We offer dynamic training & professional development to our employees. We also offer generous tuition/continuing education reimbursement programs, mentoring opportunities, flexible work arrangements, and Colleague Resource Groups.

About the Role:

Everest is seeking a White Glove Executive Support Technician.

As an Executive Support Technician, you are the face of IT with Everest's senior executives, providing immediate walk-up support to internal employees. Responsible for providing Level I and II “white glove” support to the company's Executives. Strong interpersonal communication skills with a high degree of empathy are a must. We want people for whom going “over and above” is second nature. Have a passion for customer service and a commitment to exceeding expectations.

This role is expected to achieve the highest levels of Customer Service, professionalism, and integrity across all support delivered. This role requires an individual with significant experience in this area and a proven track record of success.

Responsibilities:

• Consistently demonstrate world-class customer support to the VIP community supported.
• Develops and maintains productive relationships with the executive personnel being supported.
• Excellent communication skills that are meaningful to technical and non-technical audiences.
• Independently resolves complex issues promptly.
• Support executive support administrative assistants and provide daily check-ins with the assistants to handle all mobile and Office phone issues.
• Provide day-to-day support, which includes break/fix support for all devices (hardware [PCs, phones, iPads], software (O365, Intune, Duo, WebEx).
• Deliver remote support for executives traveling and be flexible with support hours.
• Assist global executives visiting the facility with their technology needs.
• Available off hours to provide remote support on a rotating basis – (24x7)
• Team player and willing to be flexible.
• Report statistics and status of all VIP Tickets
• Support the Service Desk, Knowledge Management, and Customer Self-Service / Self-Sufficiency
  
  
  

Qualifications:

• Valid Passport- able to travel outside the US for work.
• Strong technical background in all technology, supported by the ability to provide clear and concise direction to the team.
• They have demonstrated the ability to increase performance by analyzing SLA compliance and ticket characteristics and creating effective practices in response to trends.
• Excellent written and oral communication. Able to develop and communicate practical approaches to customers, management, and other IT teams.
• Proven ability to continuously increase efficiency and reduce errors using multiple methods such as process development, job aids, training, organizational management, etc.
• Must be highly customer-service-focused.
• A bachelor's degree is preferred and can be substituted with appropriate experience, background, and certifications.
• Four years of experience resolving issues and fulfilling service requests for VIP-level customers (or five additional years of Information Technology experience without a degree)
• Experience with Information Technology Service Management (ITSM) Ticketing Systems (ServiceNow preferred) managing tickets and assigned tickets (i.e., VIP Tickets in the VIP Ticket Queue)
  
  
  

Preferred Skills:

• Strong technical knowledge and ability to independently solve technical issues and problems quickly for our most senior executives.
• Networking skills to support troubleshooting within a WIFI and or wired environment.
• Excellent customer service and organizational skills.
• Act as a role model within the team by demonstrating flawless customer service, patience, and etiquette.
• Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge.
• Ability to work accurately, independently, and efficiently through varying request and incident types.
• Flexibility for off-hour support and adaptability to changes.
• Ability to multi-task, to prioritize assignments, and to meet deadlines.
• Thorough with solid attention to detail.
• Ability to work independently and in a team.
• Quick learner of new tools and technologies.
• Knowledge of IT regulations and standards, e.g., ITSM, ITIL, SOX, etc.
  
  
  

For NY Only: The base salary range for this position is $85,000 - $105,000 annually. The offered rate of compensation will be based on individual education, experience, qualifications and work location.

What if I don’t meet every requirement? At Everest we are dedicated to building an inclusive and authentic workplace. So, if you are excited about this role but your past experience doesn’t align perfectly with every element in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Please let us know if you need any accommodations throughout the application or interview process.

Our Culture

At Everest, our purpose is to provide the world with protection. We help clients and businesses thrive, fuel global economies, and create sustainable value for our colleagues, shareholders and the communities that we serve. We also pride ourselves on having a unique and inclusive culture which is driven by a unified set of values and behaviors. Click here to learn more about our culture.

• Our Values are the guiding principles that inform our decisions, actions and behaviors. They are an expression of our culture and an integral part of how we work: Talent. Thoughtful assumption of risk. Execution. Efficiency. Humility. Leadership. Collaboration. Inclusion and Belonging.
• Our Colleague Behaviors define how we operate and interact with each other no matter our location, level or function: Respect everyone. Pursue better. Lead by example. Own our outcomes. Win together.
  
  
  

All colleagues are held accountable to upholding and supporting our values and behaviors across the company. This includes day to day interactions with fellow colleagues, and the global communities we serve.

Type:

Regular

Time Type:

Full time

Primary Location:

New York, NY

Additional Locations:

Everest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin or ancestry, citizenship, genetics, physical or mental disability, age, marital status, civil union status, family or parental status, veteran status, or any other characteristic protected by law. As part of this commitment, Everest will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Everest Benefits at [e-mail].

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