Technical Support Administrator (Remote)

Job Description :

Technical Support Administrator (Remote) Primary Duties & Responsibilities 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 :

Applicable To All Employees of Globe Life Family of Companies :

How Globe Life Will Support You :

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.