As our Service Center Support Analyst, you'll provide support and assistance for various applications and teams within the RSS member companies. This includes providing the first level of support for both Customer and Agency/Company contacts and e-business solutions - fully understand the issues and meet service level agreements. You'll also be a second level of expertise to solve problems when complex problems are referred to you. You'll troubleshoot hardware, software, or network operational problems to pinpoint the source of the issues- whether with portals, systems/applications, print, browsers, technical, etc. You'll be an integral team member as you are the liaison between user groups and IT staff.  The support you provide can be via telephone, email, electronic chat and in person.In this role, you'd also be responsible for Quality and Acceptance Testing of Regional Projects and support needs of the Business Units.  

What you can expect:

• Internal mobility opportunities
• Visibility to senior leaders and partnership with cross functional teams
• Culture of innovation, teamwork, supportive colleagues and leaders willing to invest in talent
• Opportunity to lead change
• Benefits – competitive salary, paid time off, comprehensive wellness benefits and programs, profit sharing, 401k, paternity leave, employee stock purchase plan, tuition assistance and professional continuing education

We'll count on you to:

• Provide tier 1 service desk support and troubleshooting of hardware, software, or network operational problems.
• Monitor/follow issues until resolution and determine impacts resulting from issue.
• Utilize help desk call tracking and problem resolution software and thoroughly documents problem resolution.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems.
• Communicate issues and outages effectively to multiple levels within the organization.
• Recreate issues and document requirements for bug fixes and/or system enhancements.
• Collaborates with Development teams by reviewing new or modified software programs or applications. Assists or creates test cases, scripts and/or procedures to prepare for implementations. Uses the new or modified software/applications being tested to evaluate quality of program performance, reliability, bugs and any other failures.

What you need to have:

• Associate’s Degree or equivalent with emphasis in related field; or 5+ years related experience or training, including at last one year of testing ideology in Insurance (or equivalent combination of education and experience).
• Willingness to learn new technologies.
• Must have demonstrated the capability of meeting the key accountabilities, or have the ability to learn/perform them.
• Excellent problem solving and analytical skills.
• Ability to manage and prioritize multiple tasks with competing deadlines.
• Strong customer and business focus.
• Knowledge of technical aspects of computer operations and data communications.
• Ability to analyze requirements and design specifications.