End-User Problem Coordinator

The End-User Problem Coordinator is responsible for answering the company system help line and responding to all calls in an appropriate manner. Maintain up-to-date record of all calls received. Determine problem type, urgency and appropriate action for resolution. Assist the customer community in understanding the system on related calls. Follow through on all problem reports escalated by user or automated system.

Requirements:

Strong organizational and analytical skills with an ability to multi-task.

Ability to work independently and well under pressure.

Must have strong problem solving and excellent communication skills (verbal & written).

Strong interpersonal skills and the ability to interface with customers. all levels of Management, and IT staff.

Excellent follow through ability and experience in dealing with customers via telephone contact.

Personal computer proficiency .

Experience with Microsoft Office products.

Knowledge of client server environment.

College level Computer Science related courses or equivalent work experience.

 

Preferred Requirements:

Experience troubleshooting hardware and software issues

Familiarity with Lotus Notes and the IBM iSeries (AS400)

2 years experience in a desktop/helpdesk environment.

 

Our Philosophy

The Commerce Group, Inc. is a leading property and casualty insurer committed to recognizing our employees as our most valuable resource. We are focused on attracting, developing and retaining quality employees to ensure mutual success.

Why Join the Commerce Team?

We have earned a solid reputation as a "great place to work" by treating our employees with respect and offering the following Employment Value Proposition:

Stable Work Environment

Work-Life Balance

Competitive Total Compensation/Benefit Package

Developmental Opportunities

Job-Interests Alignment

Good People Management Practices

Leadership Development Opportunities

Our Caring Values

Extraordinary customer service has long been a hallmark of The Commerce Group, Inc. Our values serve to guide and influence the way in which we conduct our business and service internal and external customers.

 

An Equal Opportunity Employer