Support Engineer 1

Northwestern Mutual•Milwaukee, WI

4d•Hybrid

About The Position

To support our growing team, we are looking for a Support Engineer to work with our Field Experience team. You're the right fit if you love to solve problems and are always striving to learn new things. We're looking for self-motivated and self-driven engineers who are passionate about what they do and love technology. As a Support Engineer , you will be directly supporting the Field Experience as it relates to the CRM Platform along with other integrated applications. In addition to being a voice of the user across the team, you will be working directly with a wide variety of field and Home Office users, both helping to resolve their technical questions and issues and to help them use the CRM Platform to maximize their effectiveness, efficiency, and productivity.

Requirements

Associate or Bachelor's degree in Computer Science, MIS, or related field OR a significant amount of directly related work experience required
Minimum of 2 years technical Help Desk experience
Advanced knowledge in computer, mobile device hardware, and software troubleshooting 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.
Resolves issues while exciting and level-setting clients about the technology environment. Offers ideas related to enhancing the client experience.
Strong oral and written communication skills, including the ability to quickly build rapport and create a distinctive client experience.
Strong analytic skills and ability to solve problems
Initiative and motivation to include willingness to share feedback to drive process improvement
Keen attention to detail including proficiency in clear and understandable ticket documentation.
Ability to adapt to the changing needs of the business.

Responsibilities

Uses knowledge of PC, mobile devices, hardware, software configurations, operating systems, and LAN to resolve technical environment issues and provide implementation support to effectively support our customers.
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 initial client experience consultation to include Applying functional/technical knowledge for problem/issues analysis, use of software tools to assist in developing solutions, and test fixes to resolve first action whenever possible.
Seeks more complex assignments and issue resolution to gain experience in becoming a cross-functional technical subject matter expert in both Field and home office technology support.
Identifies process/ service improvement ideas with a continuous learning and improvement mindset.
Partners with more experienced team members to help drive innovation and idea implementation where possible.
Ability to establish strong interpersonal relationships with internal and external teams.
Participates in temporary project/support assignments as needed.
Leverages experience, existing communication channels, and knowledge management to execute processes and resolve issues while exciting and level-setting clients about the technology environment.
Offers ideas to enhance client experience