Technical Triage Agent

Job not on LinkedIn

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $20 - $31 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Allstate

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1931

💼 Consulting

📦 Logistics

🛡️ Insurance

💰 Post-IPO Equity on 2014-01

Consulting • Logistics • Insurance

Allstate is an industry leader in providing insurance solutions, focusing on home, auto, device, and identity protection. With a commitment to customer well-being, Allstate aims to instill peace of mind and financial security for its customers. The company also emphasizes community impact and sustainability through various initiatives, showcasing their dedication to social responsibility and positive change.

📋 Description

• Provide Level 1 technical support for Direct Sales agents via chat and voice calls • Troubleshoot laptops, monitors, headsets, mice, and related peripherals • Diagnose and resolve VPN, network access, latency, login, Wi-Fi, authentication, and other connectivity issues • Perform system and application triage across Workday, Verint, ServiceNow, SharePoint, Avaya, and internal tools • Determine whether issues are isolated or system-wide through structured questioning • Deliver solutions or temporary workarounds to minimize downtime • Log all interactions in ServiceNow with complete and accurate documentation • Follow SOPs for interaction logs, KBI Article tagging, and resolution steps • Escalate unresolved or complex issues to ATSC or Level 2 teams with proper routing, follow-up plans, and production-return verification • Process security access requests and coordinate with the Security Access Coordinator • Work across calls, chats, email, and tickets in prioritized channels • Maintain and update knowledge articles in RightAnswers/SharePoint • Participate in peer learning, Tech Days, onboarding support, shadowing, and cross-training • Collaborate with Tech Triage consultants, leadership, and sales operations teams • Report trends, recurring issues, outages, volume, and user pain points to leadership • Attend monthly coaching sessions and pursue SME or consultant/leadership development opportunities

🎯 Requirements

• 1–2 years of experience in technical support, helpdesk, contact center, or a similar environment (preferred) • Experience supporting hardware or software troubleshooting in a corporate setting is a plus • Basic to intermediate understanding of hardware troubleshooting • Familiarity with VPN, latency, Wi-Fi, authentication, and network connectivity concepts • Experience using ServiceNow for ticketing • Strong written and verbal communication in real-time support channels • Ability to translate technical issues into clear, actionable steps for non-technical users • Active listening and customer service orientation • High attention to detail in ticket creation, documentation, and knowledge base updates • Ability to follow SOPs consistently and accurately • Comfortable working in a structured, SLA-driven support environment • Must submit to a background investigation • Must have a dedicated, private workspace free from distractions with appropriate desk and seating • Reliable internet with minimum speeds of 50 MB download and 5 MB upload • Generally, Allstate does not sponsor employment-based visas for this position

🏖️ Benefits

• Comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse • Monthly connectivity reimbursement to help offset internet costs • Work-from-home arrangement • Monthly 1:1 coaching sessions focused on growth, skill development, and performance review • Tech Day participation and onboarding support • Cross-training opportunities • Pathway development toward consultant or leadership roles