IT Support Representative

Overview

Buffalo, NY Merchants Insurance Group is a leading Property and Casualty Insurer in the Northeast and is looking for an Information Technology (IT) Support Representative to join our Corporate Headquarters located in Buffalo, New York.

Hybrid

Work Schedule:

Merchants Insurance Group offers a Hybrid work schedule. The Hybrid work schedule requires 8 full days per month in the office, with the option to work the remaining days at home or in the office.

• The IT Support Rep will be primarily responsible for taking and appropriately responding to agent and colleague calls, and assisting other members of the Service Center as needed and appropriate.
• Monitors status of all calls regardless of severity, and coordinates their overall resolution. Proactively provides status updates to customers’ status.
• Conducts analysis of service center calls to identify recurring problems, and potential preventive solutions. Makes recommendations to Service Center management based on the analysis.
• Assists in the creation of management reports on call volumes and types, service effectiveness, service center activities, and customer satisfaction.

• Qualified candidates will have a 2 year degree or equivalent work related experience.
• 3 years customer service, IT Support or agency operations experience.
• Knowledge of IT products and services MS-Office, Internet etc.
• Excellent interpersonal and communication skills.
• Prior insurance knowledge a plus.
• Experience in an independent agency setting is a plus.

Merchants Insurance Group offers a competitive pay scale. The estimated salary for this role ranges from $24.81 - $33.07 hourly based on leveling and geography, along with an equity component and a comprehensive benefits package. This range is merely an estimate; actual compensation may deviate from this range based on skills, experience and qualifications.

• Welcoming and positive work environment.
• Colleague Appreciation events.
• Flexible work arrangements, including flex scheduling and summer hours.
• Hybrid work schedule with 8 full days in the office per month.
• Competitive pay scale.
• Company bonus program.
• Generous paid time off package.
• Full Benefits:
  Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match 100% up to 6% of annual contributions. Immediate 100% vesting in employer match dollars.
• Tuition Reimbursement.

Merchants Insurance Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Merchants Insurance Group supports a safe workplace through pre-employment background screenings.