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
The Role at a GlanceThis 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.
What you'll be doing- 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.
What we're looking for- 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. (Required)
What's in it for you:- Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
- Leadership development and virtual training opportunities
- PTO/parental leave
- Competitive 401K and employee benefits
- Free financial counseling, health coaching and employee assistance program
- Tuition assistance program
- Work arrangements that work for you
- Effective productivity/technology tools and training
The pay range for this position is $35.87 - $47.83 with
anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln's total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package.
