Technical Support

Job description :

• Taking calls from agents in the field, internal agents that are W2 employees and contract employees, brokers, and leaders of the agents. It's all INTERNAL customers.
• Types of calls : " I wrote this policy 5 days ago - why hasn't it cleared" Might need to identify what went wrong in the application process that it isn't cleared yet. Probing on the call - ask good questions. Underwriting questions and policy holder questions.
• Technology I'm having issues with my enrollment system
• Licensing, billing and compensation questions
• Calls : handle time : 11minutes, some calls could be 5-35 minutes. 30-40 calls during busy season.
• Research is done on the call, understand things quickly!
• Other activities like emails are for other leaders and expertise

JOB SUMMARY

The Producer Service Center Representative is responsible for addressing escalated customer service concerns inquiries and activities. The Producer Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As a Producer Service Center Representative he / she is responsible for creating a positive customer experience through professionalism amicability and knowledge of Combineds products and systems.

RESPONSIBILITIES

• Demonstrate consistent good quality and performance results.
• Provide consistent service that is customer focused and professional.
• Supporting Field Sales agents with insurance product information
• Assist with basic technical troubleshooting
• Be able confident and capable to handle all new business underwriting claim and compensation situations.
• Learn soft skills while communicating with customers
• Focus on customers' needs and develops a customer centric approach in servicing customers needs.
• Consistently meets or exceeds expectations for departmental standards related to quality average handle time auxiliary time after call work customer satisfaction and other KPIs.
• Exhibits and practices the Organizations Common Purposes and Shared Traits. Understands organizational objectives supports process improvements and provides feedback to leadership.
• Learn all policy product lines all procedures for the core and worksite calls.
• Provides support for business partners as needed.
• Represents the Combined tenants : Personal Connection Empathy Problem-Solving and Ownership.
• Skills

help desk technical support, help desk, call center, office suite, claims adjusting

• Top Skills Details

help desk technical support,help desk,call center,office suite

• Additional Skills & Qualifications

SKILLS

• Ability to effectively communicate and build strong partnerships with newer employees.
• Basic computer skills and knowledge of database software.
• Effective problem solving / process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
• Demonstrated attention to detail organizational skills and time management skills.
• Ability to work a flexible schedule to meet the needs of the business and performance requirements.
• Friendly and professional demeanor.
• Excellent communication and interpersonal skills.
• Ability to remain calm in stressful situations.
• Supplemental insurance knowledge and licensing is a plus.
• Bilingual language proficiency is a plus.
• Bilingual skills verbal written read in Spanish a plus

COMPETENCIES

• Problem solving - take an organized and logical approach to thinking through problems and complex issues
• Initiative - Willing to do more than is required or expected
• Adaptability - ability to redirect personal efforts to respond to changing environment
• Results Oriented - effectively executes son plans drives for results and takes accountability for outcomes

Qualifications - External

EDUCATION AND EXPERIENCE

• High school diploma or general education degree GED Associate degree preferred.
• 2 years experience in a contact center environment preferred.
• Experience Level

Entry Level

• Job Type & Location
• This is a Contract position based out of Chicago, IL.
• Pay and Benefits
• The pay range for this position is $19.00 - $20.00 / hr.

Eligibility requirements apply to some benefits and may depend on your job

classification and length of employment. Benefits are subject to change and may be

subject to specific elections, plan, or program terms. If eligible, the benefits

available for this temporary role may include the following :

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off / Leave (PTO, Vacation or Sick Leave)
• Workplace Type
• This is a hybrid position in Chicago,IL.
• Application Deadline
• This position is anticipated to close on Dec 19, 2025.

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About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.