Technical Support Analyst

Primary Duties & Responsibilities

• Uses advanced knowledge of PC, mobile device, hardware, software configurations, operating systems and LAN to resolve technical environment issues and provide implementation support. Provides omni- channel technical support (Home Office and Field) in a fast paced, high-pressure environment while multi-tasking (e.g. two simultaneous chat windows) and or reprioritizing efforts as needed.

• Performs advanced level client experience consultation. Deep issue analysis when challenged at First Level, use of advanced knowledge and software tools to assist in developing solutions and tests fixes to resolve first touch whenever possible. Resolves escalations from Level 1 support where needed.

• Provides Field and Home Office subject matter expertise to less experienced staff both in person and/or on-line. Expands knowledge and experience by gaining additional subject matter expertise and demonstrated proficiency in one of the following areas:

• Technology Urgent Care - Resolve advanced support work including escalations under direction

• Project Consultation - Represent the Technology Service Center on project efforts to help drive a successful implementation, client and support experience

• Stays up to date on changing business needs and interacts with project and support (N-tier) teams to coordinate/trouble-shoot support for rollouts, deployments and implementations. Remains closely connected with our internal team, Field Force and Home Office clients via an Omni channel support environment.

• Contributes to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed.

• Resolves issues while exciting and level setting clients about the technology environment.

Knowledge, Skills, Abilities

• Bachelor's degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience required

• Minimum of 3 years of technical Help Desk experience

• Advanced knowledge in computer, mobile device hardware, and software trouble-shooting including proficiency in using software support tools

• Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience. Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment.

• Demonstrated analytical and problem-solving abilities including sound judgment/decision-making skills

• High degree of initiative and motivation including willingness to seize opportunities to identify, help drive and implement process/service improvement and innovation

• Keen attention to detail including proficiency in clear and understandable ticket documentation

• Ability to diffuse/resolve escalations, resolve complex issues, help train and coach others

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please c lick here for additional information relating to location-based pay structures.

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups