Client Services Rep
Job ID #: SUNDA-CLSERREP011910
Location: TX-Amarillo
Functional Area: Information Technology
Company Name: SunAmerica Retirement Markets
Employment Type: Full Time - Regular
Education Preferred: High School
Experience Required: 3-5 years
Relocation Provided: No


Position Description
A Help Desk Representative in the Client Services Department is responsible for providing tier 1 production support for all internal and external clients. The Help Desk Representative will work on the resolution of problem tickets related to the desktop and laptop environment running Microsoft Windows and Office as well as third party and internally developed business applications. Other requirements include executive level support, vendor escalation and outside support, and the sharing of solutions and knowledge within the support staff and the division. A successful Help Desk Representative has good communication skills, asks questions for understanding and clarification, is detail orientated, focuses on understanding root cause analysis and creation of solutions that scale to minimize future occurrences. Additionally, the Help Desk Representative should be self driven and be able to perform well within a team environment as well as independently.

Organization Structure and Interfaces

This position reports to the Help Desk Manager. There are four Help Desk Representatives, one Senior Help Desk Representative and the Service Center Systems Administrator on the team that also report to the Manager. This position will work closely with the end user on a daily basis and will be interacting with all other departments, locally and within the division.

Performance Objectives

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from Help Desk customers.
• Prioritize and schedule addressing problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform Tier 1 support functions that can be resolved via Email, Phone or Remote Support application (LANDesk).
• Create and resolve Help Desk call tickets in ticketing application (Service Center)
• Create and assign Incident tickets in Service Center to appropriate IT assignment group responsible for resolution of request.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Communicate priority issues to key stakeholders, including management, development teams, end users, and unit leaders.

Position Requirements
The ideal candidate for this position needs to have a minimum of 3 years experience with a large desktop environment or related work experience. Exceptional customer service orientation with strong verbal and written communication skills is essential. Technical expertise must include knowledge of workstation technologies and related tools, proficient Microsoft operating systems, trouble ticket management and resolution skills, and the ability to use MS Office products and manage and report on multiple projects to meet shifting business needs. Additionally, the ability to work in a fast-paced multi-company, multi-systems environment with regular deadlines is important. Experience working in mid to large company environment would be helpful.

About Us
Retirement Services serves more than five million customers with retirement savings products and services through its vast distribution network of registered representatives, independent broker-dealers, national and regional securities firms, banks and insurance agencies.

The six major businesses that comprise Retirement Services include:

Advisor Group, Inc., one of the largest independent broker-dealer networks in the United States and consists of FSC Securities Corporation, SagePoint Financial, Inc. and Royal Alliance.

SunAmerica Affordable Housing Partners, Inc. (SAAHP), one of the nation's leading investors in low-income housing tax credit transactions and the fifth largest apartment investor in the nation.

SunAmerica Asset Management Corp., a mutual fund and asset management business.

SunAmerica Retirement Markets, Inc., specializing in marketing and distributing retirement savings products through an extensive national network of registered representatives at independent broker-dealers, securities firms and banks.

VALIC, who, for more than half a century, has served as a leading plan provider for K-12 schools and school districts, as well as for higher education and healthcare institutions.

Western National Life Insurance Company, the largest issuer of fixed annuities in the United States and the leading provider of annuities sold through financial institutions.

Equal Opportunity Employer.