Desktop Support Specialist
IT
Denver, Onsite
Base Pay Midpoint: $58,000
At Covered, our cultural DNA is our brand! This position includes a competitive benefits package to include an extraordinary culture, medical, dental, vision, FSA, HSA, AD&D, Life Insurance, STD, LTD, 401(k), casual time off, and 11 paid holidays.
Position Summary
Covered is seeking a highly motivated and customer-focused IT Helpdesk/Desktop Support Specialist to join our dynamic team. The ideal candidate will have a passion for technology and a strong desire to provide exceptional technical support to end-users.
Position Responsibilities
- Conduct monthly review on inbound and outbound calls for adherence to compliance guidelines, adherence to internal processes and scripting, quality of the customer service provided and accuracy of information gathered and communicated
- Notify Sales Advisor and Sales Manager of immediate compliance issues and provide guidance on correct standard operating procedures
- Assist in designing and revising quality feedback forms as needed
- Identify “wins” or opportunities of improvement by accurately assessing and scoring calls to identify training and process improvement opportunities related to sales and services provided by Insurance Advisors
- Provide suggestions for process and/or scripting changes to improve compliance, conversion and performance
- Collaborates with leadership by providing input on customer experience, and feedback on key priority launch results
- Lead QA calibration sessions with management to ensure consistent delivery of excellent customer service
- All other duties as assigned
Experience and Education
- Provide first-line technical support to end-users via phone, email, remote assistance, and in-person
- Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, mobile devices, and other peripherals.
- Install, configure, and maintain operating systems and software applications.
- Set up and configure new user accounts and equipment.
- Perform system upgrades and patches as required.
- Collaborate with other IT team members to escalate and resolve complex technical issues.
- Document all support activities, including troubleshooting steps and resolutions, in the helpdesk ticketing system.
- Assist with IT asset management including inventory tracking and procurement.
- Provide training and guidance to end-users on technology best practices and procedures.
- Stay current with emerging technologies and industry trends to continuously improve technical skills and knowledge.
Essential Job Functions
- Work Environment: Denver, CO HQ or Remote
- Physical Demands:
- Must be able to sit for extended periods of time
- Possess visual acuity in order to see a computer
- Must possess manual dexterity in order to work on a computer
- Must have command of the English language to effectively communicate
- Must be able to hear clients, partners, and internal staff
- Opportunistic travel as may be required
Why Covered?
At Covered, we are focused on making insurance easy to understand and painless to purchase. We combine intuitive technology with a human touch to help consumers quote, compare, and purchase multiple insurance products in minutes. By partnering with lenders, financial institutions, and fintech companies, we deliver our personalized embedded insurance marketplace to their customers.
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks, accountabilities and/or experience requirements may be changed, added to, removed, amended, deleted and modified at any time by management with, or without prior notice.
We are an equal opportunity employer and do not discriminate on the basis of any protected attribute, protected under applicable law. We make reasonable accommodations for applicants' and employees' religious practices as well as any mental health or physical disability needs. Employment decisions, including hiring decisions, are based on performance experience.
This job description is intended to provide information essential to understanding the scope of this position and the general nature and level of work performed by job holders within this position. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.
We are an equal opportunity employer and we do not discriminate on the basis of any protected attribute, protected under applicable law. We make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.