Sr Svc Rep, Distribution IT Support

Be Aware of Fraudulent Recruiting

Activities:

Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.

Please contact Lincoln's fraud team at  if you encounter a recruiter or see a job opportunity that seems suspicious.

Alternate Locations: Greensboro, NC (North Carolina);
Charlotte, NC (North Carolina);
Fort Wayne, IN (Indiana);
Radnor, PA (Pennsylvania)

Work Arrangement: Hybrid:
Employee will work 3 days a week in a Lincoln office

Relocation assistance: is not available for this opportunity.

Requisition #: 76212

This position will perform and deliver on routine and progressively more non‑routine assignments for distribution IT support independently in accordance with
established procedures/guidelines. They will provide a diverse range of information to employees and/or Field Service Agents to optimize the use of technology
and to troubleshoot and diagnose reported problems.

• Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Meets or exceeds departmental quality and service standards.
• Works overtime as needed.
• Works independently delivering on routine but progressively more non‑routine work, in accordance with established procedures and guidelines in a
  timely manner and meets deadlines appropriately.
• Makes routine and progressively more non‑routine decisions independently, in accordance with established procedures and guidelines.
• Shares a diverse range of knowledge and information and/or enables less experienced team members to perform their assignments.
• Performs a diverse range of tasks/transactions related to common programs and services by directly applying expanded knowledge obtained from
  the role in increasingly more complex situations.
• Responds to, diagnoses and resolves application problems and tickets arising from end user support requests.
• Provides consultative support to employees or end users in resolving increasingly complex or escalated application issues in a timely fashion.
• Communicates effectively and provides customer service at every touch point to internal stakeholders and escalates to management as needed.
• Recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs. Listens to end user feedback to capture potential needs/opportunities for application enhancements and solutions.
• Promptly opens tickets, checks and logs all calls on support activity and resolution in the incident management system.
• Ensures all open tickets in incident management system are properly documented and closed after resolution validated, or properly assigned to
  application support team to resolve.
• Takes ownership of issues from initial report to eventual resolution leveraging other stakeholders and areas of the organization as needed.
• Stays current with portfolio of applications and enhancements in order to provide technical support for product rollouts and/or existing offerings.
• Collaborates with team members on best practices and learnings to ensure optimal service and support practices.
• Executes tasks with urgency and escalates critical issues to management when required.

• High School diploma or GED or minimum Associate degree in lieu of required experience (Minimum Required).
• 3 - 5+ Years of experience providing web or software support services that directly aligns with the responsibilities of this role…