IT Support Engineer II, Helpdesk

As an IT Support Engineer I at Zinnia, you will be the initial point of contact for customers in need of technical assistance. Your responsibilities will include responding to customer inquiries via Slack messages, Emails, and phone calls, providing basic troubleshooting for common technical issues like password resets and printer configurations, escalating unresolved problems to higher-level support teams, maintaining accurate documentation of customer interactions in the ticketing system, and ensuring a positive customer experience through timely and effective support. Key Responsibilities: - Respond to customer inquiries through various channels such as Slack, Emails, and phone calls to gather information about technical issues. - Provide basic troubleshooting for common technical problems including password resets, printer configurations, and software installations. - Escalate unresolved issues to Level 2 and Level 3 support teams for further assistance. - Maintain accurate records of customer interactions and resolutions in the ticketing system. - Ensure a positive customer experience by delivering timely and effective support. Qualifications Required: - Basic understanding of computer systems, networks, and software applications. - Excellent verbal and written communication skills to effectively interact with customers. - Ability to diagnose and resolve basic technical issues. - Strong focus on providing a positive customer experience. - Ability to work collaboratively with other support teams. - Minimum 3-5 years of previous experience in customer support or IT helpdesk role. - Certifications such as CompTIA A+, ITIL Foundation, or similar. - Bachelor's Degree in Computer Science, Information Technology, or related field preferred. Zinnia is a leading technology platform in the insurance industry, dedicated to simplifying the experience of buying, selling, and administering insurance products. With over $180 billion in assets under administration, 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders, Zinnia is committed to delivering value through innovation and teamwork. Join us in our mission to help more people protect their financial futures.,