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Posted: Tuesday, March 21, 2017 5:00 AM

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Job Title: Technical Support (Call Center) Representative

Location: 9 Parkway Center Dr. S. Pittsburgh, PA 15220
Representing Account/Dept: Insurance Agency
Pay: $10.50 per hour
Benefits: Paid vacation, Medical/Dental Insurance, 401K with match, Tuition Reimbursement, and more!

Configure handheld and mobile devices including but not limited to Blackberry, Android, iPhones, iPads and Tablets for Exchange
MS Office Suite (all versions) installation as agreed to by the parties
Assist with other off the shelf products such as Adobe, WinZip, etc. as agreed to by the parties
Assist with other applications that NYL issues to its customers (including (but not limited to) Symantec End Point Protection, Adobe, Sybase and Java) as agree to by the parties
Printer Support including network printers in customers offices as agreed to by the parties
Assist with boot-up problems in Windows
Document all new tickets in NYLs ServiceNow Tool
Document issues, updates, status for quality and tracking reporting purposes in NYLs ServiceNow Tool
Use of NYL provided Go To Assist licenses as agreed to by the parties
Provide problem determination and routing when necessary and track requests to resolution
Escalate calls outside of Level 1 scope to NYL TECSupport help desk
Provide appropriate VIP support when required as documented
Answer incoming calls from NYLs Agents in a professional manner
Provide follow-up call backs to customers when required
Password resets requiring access to Agency Portal/MS Exchange
Spyware and virus remediation support
OS support for Windows XP\Vista\7\8\10 and MAC
Support for Windows updates, patches and security updates
Backup support and assistance with approved backup and paperless office services
NYL software installation (NYLIS Console, FTIS, FT Messaging)
Advise and consult regarding Agent inquiries for the NYL PC Buyers Guide
Use the SecureDoc checklist and complete SecureDoc disk encryption processes to assist Agents in encrypting their hard drives
Configure Outlook (version 2003 and higher) and MS Exchange support
Troubleshoot internet access problems (i.e., support different browsers including (but not limited to) IE, Firefox, Safari, and Chrome)
Assist customer with broadband LAN connectivity (wired\wireless) in New York Life Field Offices
Assist customer with broadband LAN connectivity (wired\wireless) in Agent detached offices

Must be at least 18 years of age
High School Diploma or GED required

A Background Check will be administered upon hiring. Employment is based on individual merits and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.

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• Location: Pittsburgh

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