Offer summary
Qualifications:
Associate's Degree in Computer Science or related field, A+ Certification preferred.Key responsabilities:
- Prioritize and manage incoming queries
- Perform technical analysis and troubleshooting of various issues
Together we fight for everyone’s opportunity for a better financial future.
We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.
Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.
Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now
Profile Summary:
The Technical Support Specialist is responsible for prioritizing incoming queries from internal and external customers via phone calls, email, support multiple call queues, and MS Teams. This position is accountable for Total Contact Ownership (TCO) from initial troubleshooting and triage of an incident to final resolution. Occasionally, Support Specialists will facilitate collaboration with other technical and business teams when working through complex solutions but will remain the primary contact retaining ownership of the issue until it is resolved. The support specialist will perform technical analysis, troubleshooting, and resolution of business application issues, networking (home and remote offices), remote access, latency, virtual machines, and PC hardware issues. Ideal candidates will have experience providing technical support to financial business clients and be adept at understanding the business language as it relates to the customers’ technology requirements. Technicians start supporting one queue and ramp up quickly to support multiple external call queues. Other responsibilities include creating a fully documented record of all issues, and timely follow-up with customers to achieve high customer satisfaction scores and SLAs in the ServiceNow Ticketing System.
Please Note: Work location for this role is FLEXIBLE! This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule.
Profile Description:
Knowledge & Experience:
Strong analytical and communication skills, along with sound judgment, and the ability to work effectively with employees and other IT staffs.
Compensation Pay Disclosure:
Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.
The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.
Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
$52,590 - $65,740 USDBe Well. Stay Well.
Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.
What We Offer
Learn more about Voya benefits (download PDF)
Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture:
Learn more about Critical Skills
Equal Employment Opportunity
Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.
Reasonable Accommodations
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.
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