MassMutual Financial Group Computing Specialist in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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The Enterprise Services, Onboarding Liaison is a member of the Onboarding Team that interfaces with customers (they are the “face of IT”) fulfilling requests, resolving incidents, and providing information during the initial customer contact. These associates own the customer experience throughout the lifecycle of the request or incident. Provide best in class customer service in order to provide a superior customer experience. Establishing and maintain strong working ties with customers. Validate incoming requests are in good order to be processed. Enter customer requests into ticketing system. Translate customer needs into technical requirements by identifying and refining business roles to deliver requirements beyond customer expectation. Provide technical guidance, information and procedural advice on the correct usage of hardware and technology uses as it relates to their needs. Keep customer informed of the status of their request/incident throughout the lifecycle of the request. Handle all business partner requests via the team hotline or group email within service standards. Remediate any gaps identified and provide technical support of technology needs in a timely manner. Ensure that the process remains simple and easy to engage from a customer perspective, defined, documented, maintained, and communicated. Undertake periodic review of the processes ensuring a methodology of continuous improvement is in place to address shortcomings and evolving requirements. Ensures that all processes, procedures, work instructions, and functional requirements for enabling technology are aligned, managed, and integrated with the process.

Daily responsibilities include verifying New Hire requests are in good order; gathering and understanding software requirements, validating software licensing, allocating or purchasing software licenses, understanding access requirements, requesting access on behalf of the customer, following up on approvals, processing daily work through ticketing systems. Train on skills required to deliver a consistent experience to customer. Conduct reviews for service, procedure, and workflow accuracy and report findings. Build and utilize business acumen to continuously improve the new hire process. Continuously refine and update roles when gaps are encountered with customer expectations

Role Characteristics:

  • Performs a variety of duties requiring specific job skills

  • Follows general instructions or procedures

  • Limited authority to make decisions that go beyond established expectations and guidelines

  • For technical jobs, structured analysis and interpretations are required

  • Makes decisions that impact accuracy of data, utilization of equipment, and/or quality of output which ultimately impact cost/ revenue

  • Applies knowledge to handle many problems independently but seeks guidance in highly complex situations

  • Applies basic PC skills

  • Typically has at least 2+ yrs of related experience

Basic Job Qualifications:

  • HS Degree plus 2+ years of related experience

  • 2+ years of customer service experience

  • Proven strong organizational skills, attention to detail and ability to multi-task is required

  • Authorized to work in the United States without sponsorship now or in the future.

Preferred Job Qualifications:

  • Bachelor’s Degree

  • 2+ years’ experience and proven proficiency in Mac OSX Operating System

  • Knowledge of HP Service Manager Application

  • Experience with documenting processes and workflows

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2017)

• DiversityInc Noteworthy Company (2017)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)