Associate Technical Support Analyst

Atlanta-based hybrid role with 24/7, 365-day support operations at Assurant, where you’ll help customers resolve technical issues across devices and business-critical applications. You’ll work in a collaborative, fast-paced environment while using modern support tools to diagnose incidents and drive resolutions with ownership.

What you’ll do

• Deliver high-quality technical support to diagnose and resolve customer-reported incidents.
• Troubleshoot and resolve complex issues across a wide range of devices, including PCs, laptops, Apple computers, tablets, printers, wireless and POE security cameras, and mobile phones.
• Provide excellent customer service with clear, timely communication and appropriate expectations.
• Act as a customer advocate by demonstrating expertise in support processes, including escalations, complex issue resolution, and customer retention.
• Collaborate effectively in a high-energy, dynamic, and team-oriented environment.
• Complete other related duties as directed by management to meet business needs and objectives.

Technical focus areas

You’ll bring working knowledge in one or more specialty areas below:

• PC Support: MS Windows, MS Office, Apple OS X, home and small business networking/Wi-Fi, printers, card readers, projectors, and related systems.
• Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle/e-readers, Fire Tablets.
• Smart Devices: voice assistants, smart lights, smart TVs, wearable technologies, and other automation systems.

What you’ll need

• 6 months experience with customer service, troubleshooting, analytical work, and problem-solving.
• Strong experience in one or more technical specialty areas listed above.
• High school diploma or GED (post-secondary education preferred).
• Ability to type 30-40 WPM.

Schedule and role details

• Full-time position.
• Operations run 24/7, 365 days, with a 40-hour work week scheduled within operating hours and subject to change based on business needs.
• Schedules are generally set for several months at a time, with periodic shift bids and flexibility expectations throughout the year.
• Hybrid attendance requires working from the Atlanta office.

Benefits

• Medical benefits begin on your first day.
• Excellent compensation and retirement programs.
• Exceptional paid time off.
• Tuition reimbursement available after 6 months.

Helpful experience (not required)

• Bachelor’s degree preferred; Associates degree a plus.
• 1 year of experience in a technical support role.
• Technical certifications such as CompTIA A+, Network+, Microsoft, Apple, or related industry certifications.
• Experience delivering phone/chat/email support.
• Experience with support tools such as CRM, knowledge base, remote diagnostic and monitoring tools, and collaboration tools.
• Excellent verbal and written communication and interpersonal skills.
• Experience writing technical documentation for a Knowledge Base.
• Experience providing training or coaching to customers or internal colleagues.
• Collaboration experience across teams and functions.
• Bilingual: Spanish and English (written and verbal).

Interview, identity verification, and safety

• Virtual interviews must be conducted on video.
• Employment is contingent upon completion of a required identity verification process, which may include biometric technology where permitted by law and subject to notice and consent requirements.
• During the application process, Assurant will never ask for personal information such as your Social Security number, bank account details, or passwords.