Service Desk Representative

Posted on Apr 7 3 views Charlotte, NC

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Summary

The Customer Technology Support Representative, under minimal supervision and guidance, provides support by investigating and resolving technical issues reported by internal and external clients. Effectively demonstrates customer care principles in all interactions.

Schedule and Hours of Operation

Hours for technical support are 8 a.m. to 11 p.m. M-F (8-hour shifts); 10 a.m.- 6:30 p.m. Saturday; and 9 a.m. -5:30 p.m. Sunday. Weekend shifts are rotational.

Start Date

: 5/24 8:30 AM EST

Training Schedule (4 Weeks)

: Monday-Friday 8:00 AM-4:30 PM (Off Saturday and Sunday)

Potential Shift Hours

: Mid-Day to Evening

  • 11:00am-7:30 PM ET
  • 12:30pm-9:00 PM ET
  • 2:30pm-11:00 PM ET

2nd shift pay differential does apply.

Some Holidays required.

Key Responsibilities
  • Creates, analyzes, and resolves customer incidents/requests/trends
  • Under minimal direction provides technical support to end-users and/or for client-side applications, utilizing established protocol(s).
  • Investigates, recognizes, resolves and/or reports technology trends. Escalates more complex problems to a more senior level.
  • Resolve problems which have no documented solutions by drawing on past experiences and training.
  • Ability to use intuitive help desk tools to interpret various conditions and/or reported symptoms, isolate problem, provide solution or escalate problem to appropriate support group.
  • May generate reports within own area of responsibility

Tests systems and applications

  • Duplicate, troubleshoot, and investigate user problems to resolve defects.
  • Recommends system and/or content modifications to reduce user problems.
  • Able to decompose complex issues into meaningful and manageable parts.
  • Informs, recommends and/or manages timely and relevant information to our internal and external business partners
  • Notifies appropriate parties of outages and/or defects and changes in ticket status.
  • Submits documentation update requests and partners with various business units to ensure ongoing functionality.
  • Informs customers of problem status on a regular basis until a solution is implemented.
  • Creates and maintains online knowledge information tool.
  • Report emerging trends within area of responsibility; this may be either new issues or increased volume on established issues.
  • Creates, edits, and approves knowledge documentation at level of earned proficiency.
  • Demonstrates understanding of technical business platforms, processes and environment
Job Qualifications
  • Education: High school diploma or equivalent education required.
  • Ability to effectively use Microsoft Office Products (Outlook, Word, Excel)
  • Ability to multi-task and adapt to changing environment
  • Adaptability to new techniques, talk paths and performance standards
  • Work well independently and as part of a team
  • Strong collaboration, problem solving and investigation skills
  • Flexibility with work schedule to meet the needs of customer and the business
  • Communicate professionally and empathetically with our customers, delivering and excellent customer service experience
  • Basic App Application and Website Troubleshooting

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.


Good Work. Good Life. Good Hands®.


As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate’s benefits, visit

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Allstate generally does not sponsor individuals for employment-based visas for this position.


Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.


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