Support Center Analyst I

Shelter Mutual Insurance Company•Columbia, MO

6h•$23 - $28

About The Position

A company built to serve you. It's your career, Shelter it! Support Center Analyst I $22.63 - $28.06 / hour minimum starting pay Job Level: Individual Contributor Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this range is the starting base pay only and does not consider other components that make up the total rewards package for the position. What You Will Be Doing: Deliver technical support to Shelter employees, agents, agency staff, and vendors. Answer questions pertaining to the use of Shelter online and PC applications. Investigate and solve problems, identify unusual problems, and recommend solutions. Maintain current knowledge of software used by Shelter Insurance. Assist with training Support Center Analysts as needed. Use problem management software to find trends and problem resolutions. Complete assignments from management. Help with growing and maintaining the Support Center Knowledge base. Training period work hours: M-F 8:00 a.m. - 4:30 p.m. Upon completion of training period, the work shift times rotate between 8:00 a.m. - 4:30 p.m., 9:00 a.m. - 5:30 p.m., and 10:00 a.m. - 6:30 p.m.

Requirements

Typically requires minimum 1 year of relevant technical support work or customer service experience.
Ability to gain and demonstrate skills/knowledge in data analysis and issue resolution.
Learn to investigate, analyze, record and report the information needed to assist IT teams in identifying and resolving level 2 application issues.
Ability to quickly learn and apply knowledge while working independently or collaboratively with varying levels of supervision.
Adaptability and willingness to learn new technologies and processes.
Good verbal and written communication skills, particularly the ability to listen, understand and explain technical information to people with non-technical backgrounds.
Proficiency in troubleshooting hardware and software issues with attention to detail.
Good customer service skills and the ability to handle difficult situations with patience and professionalism.
Strong organizational, documentation, and time management skills.
Must have ability to keep a steady work schedule with regular, predictable attendance to ensure steady workflow and minimal disruption to department schedules and deadlines.
Participation in in-house courses, vendor seminars and industry conferences required to acquire latest knowledge about data processing environments.
Ability to perform the essential functions of the position, with or without a reasonable accommodation.

Nice To Haves

Knowledge of insurance is helpful but not required.

Responsibilities

Deliver technical support to Shelter employees, agents, agency staff, and vendors.
Answer questions pertaining to the use of Shelter online and PC applications.
Investigate and solve problems, identify unusual problems, and recommend solutions.
Maintain current knowledge of software used by Shelter Insurance.
Assist with training Support Center Analysts as needed.
Use problem management software to find trends and problem resolutions.
Complete assignments from management.
Help with growing and maintaining the Support Center Knowledge base.