At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.
We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Technical Support Administrator? Globe Life is looking for a Technical Support Administrator to join the team!
In this role, you will be responsible for working closely with agents, serving as a technical point of contact for i-Go e-App and General Agent Portal, assisting subject matter experts by ensuring access, data integrity, new user training, testing of system upgrades, and patches. This Administrator will be actively involved with their team in driving process and system improvements to technology used by the General Agency Division and its field agents.
This is a remote / work-from-home position.
What You Will Do:
- Efficiently respond and resolve any situation that arises on an agent’s i-GO e-App submission.
- Troubleshoot issues when access for field agents for i-Go e-App is not working as expected. This will involve working with IT teams to resolve access issues when they arise.
- Train agents how to use the i-GO e-App, including the various signature processes.
- Be an expert regarding the General Agent Portal and train agents and home office staff as needed.
- Participate in the testing for system upgrades and application enhancements which include coordination of
- process changes and communication. IT testing may include working after hours or on weekends.
- Direct and drive process and technology improvements during upgrade and application enhancements with the assistance of their manager.
- Monitor all IT tickets submitted by home office staff and field agents to drive quick resolution of such items.
- Submit IT tickets for others when necessary.
- Work with IT to determine if cases submitted by field agents can be closed using a report that IT will provide.
- Have a solid understanding of tools located in the Agent Resources Site.
- Participate with their team in improving the agents’ experience in using the Agent Resources site.
- Be responsible for completing tracker related to phone calls received and other tracking to support iGO and General Agent Portal efficiencies.
- Create and provide reports on ad hoc basis as required by management.
- Be available to take phone calls from field agents and respond to emails for entire shift except predetermined meetings, including evenings and weekends. Such after hours work is likely to be “emergency on call” and not according to a regular schedule.
- Effectively communicate any systems issues to agents and to our team.
- Monitor production support activities as needed to assure system is functional and accessible.
- Duties as assigned.
What You Can Bring:
- Bachelor’s Degree is preferred.
- 3 years’ experience in technical support with remote users, preferably in insurance industry.
- Proficient use of Microsoft Office programs, comfortable with computers and internet (Outlook, Excel, Power
- Point, GoToMeeting).
- Must have a background in IT technical support.
- Knowledge and prior experience of insurance application systems used by insurance companies.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Ability to work after hours and during weekends, when needed.
- Excellent communication skills.
- Ability to be organized and detail-oriented.
- Strong follow-up skills.
- Ability to be a self-motivated, enthusiastic, committed team player with a passion to achieve excellence.
- Ability to accurately follow directions and adhere to company policies and standards.
- Commitment to continuous learning and staying up to date on technical advancements.
Applicable To All Employees of Globe Life Family of Companies:
- Reliable and predictable attendance of your assigned shift.
- Ability to work full-time and/or part-time based on the position specifications.
How Globe Life Will Support You:
- Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
- Competitive compensation designed to reflect your expertise and contribution.
- Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
- Robust life insurance benefits and retirement plans, including a company-matched 401 (k) and pension plan.
- Paid holidays and time off to support a healthy work-life balance.
- Parental leave to help our employees welcome their new additions.
- Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
- Company-paid counseling for assistance with mental health, stress management, and work-life balance.
- Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
- Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.