Agent Tech Support Specialist - REMOTE from any US based location
About The Position
CNO Financial Group is hiring an Agent Tech Support Specialist who will service agent inquiries including basic to moderately complex software questions and issues. The specialist will use information provided by the agent, and defined processes and procedures to triage potential issues and provide solutions or education in the process. The specialist will document issues and work with subject matter experts on resolutions. The specialist will serve as the main point of contact with the agent and will be responsible for following up with resolutions. This position is not eligible for visa sponsorship. CNO supports a flexible work environment and encourages Associates to work where they are most productive. This position may work fully remote from any US-based location, provided they are able to work Central or Eastern Time hours. All work must be performed within the United States, and occasional travel to corporate offices may be required. Associates living within 60 miles of a corporate office (Carmel, IN; Chicago, IL; or Orlando, FL) have access to work from that location as needed.
Requirements
- Demonstrated proficiency in Microsoft Office Suite and Microsoft Teams.
- Ability to efficiently multitask while troubleshooting technical issues through phone, email, and chat channels.
- Escalates more complex issues to others as needed.
- High School Diploma or equivalent GED required.
- Minimum of two years’ experience in technical support preferred.
- Proficiency in Microsoft Office or similar software preferred.
- Ability to analyze problems and prioritize tasks.
- Effective relationship management and teamwork skills.
- Conflict and issue resolution skills with the ability to multi-task.
- Team-oriented with partnership-building abilities.
- Strong verbal and written communication skills.
- Customer-focused, able to handle escalated issues.
- Proficiency in Microsoft Office or related software.
Nice To Haves
- Associate’s degree or equivalent 4 years’ experience in related field preferred.
- Advanced knowledge with sales technology tools and processes preferred.
- Strong problem-solving and prioritization abilities with open phones lines
- The ability to show strong customer service and etiquette over the phone, email and teams’ chat.
- Excellent relationship management and teamwork skills.
- Proficient conflict and issue resolution capabilities.
- Collaborative and partnership-oriented mindset.
- Outstanding verbal and written communication skills
- Demonstrated customer focus, including handling escalated issues.
Responsibilities
- Provides guidance and solutions to resolve field issues with sales technology tools, using relatively defined operating processes and procedures, logs calls and issues.
- Responds to emails that are received in the technical support queues.
- Tests real time technical issues for triage on routine tasks.
- Identifies and escalate software issues to subject matter experts and IT partners.
- Strives to provide exceptional customer service to agents as well as other company employees.
- Identifies and distributes necessary self-help documentation to guide agents with self-service options.
- Assists with small projects and minor software enhancements, under close supervision.
- May assist with testing sales technology tools and software updates, under close supervision.
Benefits
- Medical, Dental, and Vision insurance
- Performance-based bonus or sales incentive
- 401(k) retirement plan with company match
- Short-term & long-term disability insurance
- Paid time off and 10 corporate holidays
- Paid parental leave
- Company-paid life insurance
- Mental & Financial Well-Being Resources
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
