Technical Assistant

Job Description

• The Technical Assistant staffs the Field Technology Resource Center, responds to emails and phone calls and provides technical assistance to Knights of Columbus insurance field force utilizing KofC endorsed software, programs and procedures.

• Support field users on Microsoft Dynamics 365 functionality, new features, and best practices to maximize user adoption and system effectiveness via telephone and email channels.
• Escalate complex Microsoft Dynamics 365 issues to appropriate technical teams while coordinating communication and follow-up through resolution.
• Respond to field force inquiries and resolve problems in support of any current or future KofC software supported in the field.
• Documents software problems and solutions reported by users to assist in speedy problem resolution in the future; enters documentation into Service Now tracking system. Escalate issues and alerts Team Lead for resolution as needed.

Required

• Experience with Microsoft Dynamics 365 Sales or Dynamics CRM in the financial services or insurance industry is required.
• Knowledge of life insurance, annuity, long term care and disability income products.
• Knowledge of Electronic-Application is a plus.
• Knowledge of Sapiens IllustrationPro software is a plus.
• Knowledge of SmartOffice CRM is a plus.
• Strong oral and written communication skills.
• Ability to critically think and solve problems within a group or remote setting.
• Strong customer service and interpersonal skills; in particular, excellent telephone skills.
• Strong knowledge and experience with PC software including word processing, spreadsheet and database applications and Windows experience

• BA or BS degree in Information Technology, Computer Science, Business Administration preferred
• 2-3 years related work experience or equivalent combination of training and experience
• French and/or Spanish fluency is a plus

• Must be able to remain in a stationary position for a majority of the workday.