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Senior Service Representative, Application Support
Lincoln Financial Group
San Ramon, CA, United States
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About the Company
Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses. Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates.
The Role
This position will perform and deliver on routine and progressively more non-routine assignments for application support independently in accordance with established procedures/guidelines. S/he will provide a diverse range of information to Field Service Agents to optimize the use of technology and to troubleshoot and diagnose reported problems. S/he will also provide application training for his/her assigned area(s) of responsibility.
Responsibilities
• Acts as liaison between Information Technology teams.
• Communicates effectively and provides customer service at every touch point to internal stakeholders and senior management, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs.
• Creates and delivers training for all supported applications as needed.
• Interfaces with the end users to identify potential needs/opportunities for software solutions.
• Participates in user acceptance and deployment testing of new releases prior to release to end users.
• Promptly opens tickets, checks and logs all calls on support activity and resolution in the incident management system.
• Provides consultative support to employees or end users in resolving increasingly complex or escalated application issues in a timely fashion.
• Recommends modifications and communicates them to his/her manager that will enhance the customer experience and/or technology offerings.
• Responds to, diagnoses and resolves application problems and tickets that are assigned via the Service Desk or directly from the field office user community. Includes more non-routine problem recognition, research, isolation and resolution.
• Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
Education
• High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
Experience
• 3 - 5+ Years experience providing software support services.(Required)
This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.
Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.