We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.

The Global Digital Services team is a part of our Central IT Services organization that runs the infrastructure and foundational technology that is used across all business units and within Corporate Departments. We are looking to add an Associate Tech Support Agent to our team. In this position, the candidate will provide guidance, assistance, coordination, and follow-up on client questions, and resolve complex problems or malfunctions of all systems applications, hardware, and software. Interpret, evaluate and resolve (if possible), incoming requests via the telephone, email, web, etc. supporting network and email connectivity, computer operating systems, hardware and software applications, internally developed applications, mainframe, and midrange operations. Analyzes simple inquiries and determines appropriate resolution or escalation. Alerts management and team members when a major problem is suspected. Provides input on procedures and makes suggestions for improvements. Performs related duties as assigned or requested.

• Act as a point of contact for resolution of technology-related issues for customers.
• Interact with customers and co-workers to diagnose and resolve problems and document customer requests in call tracking system.
• Troubleshoot, analyze, resolve, track, escalate and accurately document basic software, hardware and simple technical problems.
• Provide input and update knowledgebase as necessary. Adhere to established policies and procedures.
• Make sound business decisions, under direction by following documented procedures.

Qualifications

• Strong customer service skills
• Technical aptitude with PC literacy skills
• Basic knowledge of Windows Operating Systems
• Good problem-solving skills and decision-making ability
• Strong enthusiasm and desire to learn
• Work well in a team environment
• Strong written and verbal communication skills
• Ability to learn and apply technical information in a fast paced, demanding work environment
• Effective listening skills
• Ability to follow policies and procedures, attention to detail
• Self-motivation and organization
• Associate degree in Computer Science or a related discipline preferred, and at least one year of experience in IT or related field or an equivalent combination of education and work experience

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a “Great Place to Work” by Great Place to Work® US for the past several years. We were also selected as one of the “100 Best Places to Work in IT” on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates—as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.