IT Support Representative

Merchants•Buffalo, NY

19h•$25 - $33•Hybrid

About The Position

IT Support Representative Hybrid Work Schedule Buffalo, NY Merchants Insurance Group is a leading Property and Casualty Insurer in the Northeast and is looking for an Information Technology (IT) Support Representative to join our Corporate Headquarters located in Buffalo, New York. The IT Support Representative will become part of a dedicated Information Technology team focusing on providing outstanding first-class “Level 1” technical support to Merchants agents and colleagues via telephone, e-mail, web chat, and other means as necessary. Merchants Insurance Group, rated A- (Excellent) with a stable outlook by the A.M. Best Company, is proud to be one of Buffalo Business First ’s Best Places to Work in Western New York for the fourth consecutive year, a Fast Track company (2019-2025), and a Top Private Company (2019-2025). Merchants was also granted the Ward’s 50® designation as a top-performing property-casualty insurance company for four consecutive years (2021-2024) and has been granted the Ivans Spark Award for innovation (2024-2025). In October 2024, Newsweek and Statista included Merchants Insurance Group on their first-ever America’s Most Reliable Companies list, which highlights organizations that other companies can feel confident doing business with in 2025. Of 1,500 B2B companies evaluated, Merchants was one of only 300 companies to make the list. Merchants offers its colleagues a Hybrid work schedule. The Hybrid work schedule requires 8 full days per month in the office, with the option to work the remaining days at home or in the office. This exciting Hybrid Work benefit offers colleagues a flexible work schedule with the ability to remain connected with their Merchants team and colleagues.

Requirements

Qualified candidates will have a 2 year degree or equivalent work related experience.
3 years customer service, IT Support or agency operations experience.
Knowledge of IT products and services MS-Office, Internet etc.
Excellent interpersonal and communication skills.

Nice To Haves

Prior insurance knowledge a plus.
Experience in an independent agency setting is a plus.

Responsibilities

The IT Support Rep will be primarily responsible for taking and appropriately responding to agent and colleague calls, and assisting other members of the Service Center as needed and appropriate.
Monitors status of all calls regardless of severity, and coordinates their overall resolution.
Proactively provides status updates to customers’ status.
Conducts analysis of service center calls to identify recurring problems, and potential preventive solutions.
Makes recommendations to Service Center management based on the analysis.
Assists in the creation of management reports on call volumes and types, service effectiveness, service center activities, and customer satisfaction.

Benefits

Welcoming and positive work environment.
Colleague Appreciation events.
Flexible work arrangements, including flex scheduling and summer hours.
Hybrid work schedule. The Hybrid work schedule will require 8 full days per month in the office, with the option to work the remaining days per month at home or in the office.
Competitive pay scale.
Company bonus program.
Generous paid time off package.
Full Benefits: Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match amount is 100% up to 6% of your annual contributions. You are immediately 100% vested in the employer match dollars.
Tuition Reimbursement.
And many more exciting company benefits!!