Hybrid- Associate Technical Support Analyst

American Bankers Insurance Company of Florida; Atlanta (GA); Hybrid; USD 51,577,000 - 99,114,000; Full time

Benefits offered by this job

Medical benefits from day one

Retirement programs

Generous PTO

Tuition reimbursement after 6 months

Job summary

Assurant is seeking a Technical Support Analyst to diagnose and resolve incidents for external customers across PCs, Apple devices, printers, cameras, and mobile devices. You will deliver high-quality customer service, own issues, and collaborate in a fast-paced environment.

The role requires a 6-month track record in technical support, familiarity with CRM and knowledge base tools, and strong communication skills. A hybrid schedule is offered in the Atlanta area, with 24/7/365 operations.

Qualifications

• 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
• Proficient in PC/Mac/Windows environments and standard business software.
• Type 30-40 WPM.

Responsibilities

• Provide high-quality technical support to diagnose and resolve incidents.
• Troubleshoot and resolve issues across PCs, Apple devices, printers, cameras, mobiles, and other devices.
• Deliver excellent customer service and own issues.
• Collaborate in a dynamic, high-energy environment.
• Escalate appropriately and assist in customer retention.

Skills

Customer service

Troubleshooting

Analytical thinking

Verbal and written communication

Bilingual Spanish/English

Education

High school diploma or GED

Bachelor’s degree preferred

Associates degree a plus

Tools

CRM

Remote diagnostic tools

Knowledge base systems

Collaboration tools

Job description

Overview of Position

Are you someone who loves breaking down technical problems into solvable components? Do you have top-quality customer service and collaboration skills? Are you interested in joining a team comprised of a dynamic mix of technical support professionals who are paving the way to support home and small business tools, applications, and devices? If this sounds like you, we have an opportunity that may interest you.

Starting Pay: $18/hr. This role follows a Hybrid Model, which will require going into the Atlanta office: 260 Interstate N Cir SE, Atlanta, GA 30339

What makes us different?

• 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

Duties and Responsibilities

• 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.

Requirements

• 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.

Additional Skills / Experience

• 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.

Contract & Working Hours

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.

Pay Range

Pay Range: $19.08 - $34.59 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. If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Culture

Helping People Thrive in a Connected World Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com. For U.S. benefit information, visit myassurantbenefits.com. What’s the culture like at Assurant? Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

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.

Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.