Job Description

Grow your career with a growing organizationWhether they\xe2\x80\x99re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that\xe2\x80\x99s hard to beat. And from a personal satisfaction perspective, you\xe2\x80\x99ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.Supervise a team of Technical Support Specialists responsible in resolving client, advisors, and customer support inquiries. These are sent in through Support Tracking Tool - Zendesk and can involve reporting the issue to the development team or to the third-party aggregator or explaining how product works.

• Lead a team of Tech. Support Specialists & plan for the optimal utilization of resources. \xc2\xb7Deliver performance reviews for all direct reports and employee development goals.
• Manage workflows and schedules for direct reports and ensure adequate workload coverage.
• Assist in training and mentoring Team members.
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
• Collaborates with core support and engineering teams to find and fix bugs, prioritize feature requests, and document products and features.\xc2\xb7Contribute to methodologies, best practices, and techniques to improve the support process.
• Develop a deep understanding of the Empower Personal Dashboard application.
• Provide guidance to create documentation content for our on-line FAQ Support pages.
• Overall work-experience of 8+ years, Strong people management expertise of at least 2-3+ years\xe2\x80\x99 experience working on a Help Desk, Service Desk, or IT support team.
• Fluent in spoken and written English
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
• .Analytical bent of mind to understand data and derive actionable insights.
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation where required.
• Prior experience on ZenDesk, JIRA Confluence, Empower Personal Dashboard preferred

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

Empower Annuity Insurance