System Technician I

Summary: Western National Insurance Group is a private mutual insurance company with over 120 years of experience serving customers' property-and-casualty insurance needs. They are seeking a System Technician I to provide a positive customer support experience by serving as the first point of contact for system incidents and issues. Responsibilities: - Provides first point of contact for calls and / or walk-up incident and service requests - Documents, addresses, logs, and resolves basic incidents and requests - Engages other Service Desk or appropriate resources to resolve incidents - Creates a positive customer support experience by building strong relationships through understanding, communicating promptly on progress, and handling customers with a consummately professional attitude - Applies knowledge to help solve problems of relatively limited scope and complexity - Exceeds our customer experience standards, including responding quickly, maintaining a positive attitude, building rapport, demonstrating empathy, managing the customer’s expectations, using the proper communication channel for the situation, and taking ownership to ensure the customer’s issue is resolved - Performs special projects and other duties as assigned Required Qualifications: - Demonstrated ability to pay attention to details - Ability to follow processes - Proficient use of various core systems, office and computer equipment, and software packages - High school diploma or equivalent Preferred Qualifications: - Strong time management with the ability to complete projects and assignments and meet deadlines - Strong communication skills with ability to listen and ask pertinent questions to gain understanding Required Skills: Core systems proficiency, Office software proficiency, Computer equipment proficiency Benefits: Medical insurance plan options and other standard employee benefits, including dental insurance, vision benefits, life insurance, disability insurance, and more!, Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), 401(k) Plan (participants are eligible for 100% matching on the first 6% of their contributions), Wellbeing Program, including onsite fitness studio, Paid Time Off – including holiday, vacation, and volunteer, 100% company-paid tuition reimbursement for approved job-relevant coursework and access to The Institutes (Risk and insurance education), Paid parental leave, Bonus opportunities