Talent Share-Technology Triage Senior Associate

Good work. It?s right here.

Talent Shares are short-term development opportunities designed to provide employees access to current business projects and developmental experiences. These assignments may offer the chance to learn, grow, and expand your skills while contributing to the organization in a different capacity or in parts of the organization you would not experience otherwise. Bring your unique strengths to a new role to broaden your perspective, gain valuable on-the-job experience, and make a positive impact on the business! Before applying, it?s important to make sure Talent Share is a good fit for you. As part of the application process, you will need to confirm you meet the minimum eligibility requirements below to participate in Talent Share:
? Do you have your manager?s approval to apply?
? Is your most recent performance rating Expected or Better than Expected in Workday? To learn more about Talent Share, click here.

Job Description

This is a 6-month, full-time, non-exempt Talent Share with a time commitment of 100%.

Non-Exempt candidates will be considered for this role.

The candidate will be working virtually/from home during the Talent Share.

Interested employees should have a conversation with their immediate manager and approval before applying for this opportunity.

Claims candidates must also have approval up through CSA Leadership.

Service Delivery (CCC, ISC, RMBC, ASIC, GEM/ASA) employees must also have director-level approval before applying for this Talent Share.

What You Will Do

Job Description: The Technology Triage Senior Associate serves as a primary liaison between the Allstate Technology Solution Center (ATSC) and Direct Phone Sales (DPS), focusing on educating home-based workers, sharing best practices, and providing feedback to enhance the virtual technical experience and minimize system downtime. This role requires functional skills of strong technical acumen, empathy, change agility, excellent communication skills, root cause problem solving skills, and critical thinking. This role will include offering high-quality technical support to front line representatives and leaders, resolving technical issues, handling inbound and outbound calls, chats, and emails, and ensuring customer satisfaction through effective troubleshooting and escalation of complex issues.

Key Responsibilities: ? Serve as the first point of contact for technical issues reported by DPS. ? Handle inbound calls, chats, and emails from DPS employees seeking technical assistance. ? Provide prompt and accurate responses to inquiries and technical issues. ? Escalate complex issues to higher-level support or appropriate areas as needed. ? Ensure timely follow-up and resolution of escalated issues. ? Diagnose problems by asking targeted questions and using remote diagnostic tools. ? Identify whether issues are hardware, software, network, or user related. ? Guide DPS employees through step-by-step solutions using clear and concise instructions. ? Resolve basic technical issues related to software, hardware, and network issues. ? Document all support interactions and solutions in the support ticketing system. ? Assists frontline employees in accessing online resources for process and technical support. ? Provide guidance to DPS employees on the proper use of technology and software applications. ? Conduct periodic training sessions for system setup with new hires (Tech Day). ? Contribute to the development of support documentation and updates to Right Answers as needed.

What You Will Learn

Technical Skills & Knowledge:
Troubleshooting & Root Cause Analysis:

Diagnose and resolve software, hardware, and network-related issues.
Identify whether a problem is user-related or system-related.
Use diagnostic tools to determine solutions.
Systems & Tools Navigation:

Gain hands-on experience using Allstate applications and knowledge management tools like Right Answers.
Work within remote support tools, ticketing systems, and online technical resources to assist employees.
Technical Communication & Documentation:

Learn to document technical issues and solutions in ticketing systems.
Translate complex technical concepts into easy-to-understand instructions for non-technical users.
System Access & Security Protocols:

Understand access management procedures, troubleshooting login issues, and security best practices.
Business & Soft Skills:
Customer Service & Empathy in Technical Support:

Learn how to provide compassionate and clear technical support to frontline employees.
Practice active listening and patience when guiding users through complex issues.
Change Agility & Process Improvement:

Adapt to changing technical environments and emerging tools.
Provide feedback on common tech issues and suggest improvements to support processes.
Collaboration & Stakeholder Communication:

Work closely with other teams, IT support, and DPS leadership to resolve escalations.
Develop strong cross-functional collaboration skills by coordinating with multiple business units.
Training & Coaching Skills:

Conduct Tech Day sessions for new hires to guide them through system setups.
Assist employees in accessing self-service technical resources.
Time Management & Prioritization:

Manage inbound/outbound calls, chats, and emails efficiently.
Balance daily troubleshooting duties with proactive process improvement efforts.
Growth & Career Development Opportunities:
Exposure to IT support functions and technical operations within Allstate.
Opportunity to move into full-time tech triage, IT support, or analyst roles.
Development of problem-solving and decision-making skills in a high-paced environment.
Gain experience working remotely while handling cross-functional responsibilities.

Core Capabilities You Will Develop
? Future Oriented
? Customer Centric
? Change Readiness
? Digital Mindset

Job Qualifications

Skills You Should Have:

? Strong knowledge of computer systems, software, and network troubleshooting.
? Ability to navigate on-line resources for Allstate applications and knowledge management.
? Excellent communication and interpersonal skills.
? Ability to work independently and as part of a team.
? Commitment to continuous learning and improvement.
? Strong flexibility and positive attitude towards change to service stakeholder needs.

Good Hands. Great Together

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