Service Desk Technician at Markel Service Inc. — Richmond, VA

The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.

Join us and play your part in something special!

Provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, emails and web tickets. Will resolve or route issues according to documented guidelines. Position requires the use of solid technical troubleshooting, communication, and customer service skills. Must be flexible and able to work within a 24X7X365 support environment.

Service Desk Technician

Provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, chat and web tickets. Will provide educational support as well as break/fix resolutions, or route issues according to documented guidelines to other teams. Position requires the use of technical troubleshooting, communication, and customer service skills.

Responsibilities

• Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
• Must be flexible and able to work within a 24x7x365 support environment - this vacancy is for a Monday-Friday 8am-4pm position.
• Receives inbound customer contacts via various channels (phone, chat, web)
• Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for troubleshooting and procedural guidelines.
• Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups.

Skills

• Working knowledge of help desk software, databases and remote control
• Enthusiastic to find ways to make customers productive
• Passionate about continuously learning and able to quickly adapt and pivot to win in dynamic environment
• Must be flexible and able to manage multiple tasks and priorities on very tight deadlines.
• Ability to work independently and in collaboration with others to achieve a high level of success
• Strong interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships with others
• Dynamic, hard-working and ambitious individual, with excellent oral and written communication skills

Education/Certification:

• Associates degree or 1 year of relevant experience in a technical field or customer service environment.
• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline a plus
• ITIL Foundation V3 or V4 Certification a plus

Experience

1 year of Customer Service experience preference given to call center work.

• Demonstrated Technical aptitude
• ServiceNow experience or prior insurance industry experience is a plus

#DEIB

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Who we are:

What’s in it for you:

• We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.
• All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
• We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.

Are you ready to play your part?

Caution: Employment scams

• All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.
• All legitimate communications with Markel recruiters will come from Markel.com email addresses.

No agencies please.