Technical Triage Agent - Remote

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Tech Triage Agent serves as the first line of technical support for Direct Sales agents, specializing in Level 1 troubleshooting for hardware, connectivity, system access, and application issues. This role handles inquiries through chat and voice channels, performs initial triage, resolves or escalates incidents, and ensures accurate documentation within ServiceNow and other internal systems. Tech Triage Agents play a critical role in keeping Direct Sales operational by minimizing downtime and ensuring timely resolution of technical issues.

Work Environment

•  Remote contact center environment supporting inbound chats, calls, and emails.

• Must be able to work in a structured schedule with performance expectations.

• Occasional participation in Tech Days, onboarding support, and cross-functional meetings.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Level 1 technical support for Direct Sales agents via chat and voice calls.

• Troubleshoot hardware issues including laptops, monitors, headsets, mice, and related peripherals.

• Diagnose and resolve connectivity issues (VPN, network access, latency, login failures, etc.).

• Perform system/application triage across platforms such as Workday, Verint, ServiceNow, SharePoint, Avaya, and internal tools.

• Determine whether issues are isolated or system-wide through structured questioning.

• Deliver clear solutions or temporary workarounds to limit downtime.

Ticketing, Documentation & Escalation

• Log all interactions in ServiceNow with complete and accurate documentation.

• Follow established SOPs for interaction logs, KBI Article tagging, and resolution steps.

• Escalate unresolved or complex issues to ATSC or designated Level 2 teams, ensuring:

  • Proper ticket routing

  • A documented follow-up plan

  • Verification that users return to production before closure

• Process security access requests when appropriate and coordinate with the Security Access Coordinator.

Workflow & SLA Management

• Work from prioritized channels including calls, chats, email, and tickets.

• Participate in future SLA-driven workflows as performance SLAs are developed.

Knowledge Management & Continuous Improvement

• Maintain and update knowledge articles in RightAnswers/SharePoint to ensure accuracy and relevance.

• Participate in peer learning sessions and contribute insights, best practices, and technical discoveries.

• Support onboarding classes through Tech Day participation and shadowing of new hires.

• Engage in cross-training opportunities to expand tool and process expertise.

Collaboration & Communication

• Work closely with Tech Triage consultants, leadership, and sales operations teams to resolve issues quickly.

• Communicate trends, recurring issues, and system-wide outages to leadership.

• Participate in daily/weekly reporting as needed, providing insights into volume, trends, and user pain points.

Professional Development & Coaching

• Attend monthly 1:1 coaching sessions focused on growth, skill development, and performance review.

• Pursue SME opportunities or pathway development toward consultant or leadership roles.

• Apply feedback and participate in performance management processes when applicable.

Essential Skills

• 1–2 years of experience in technical support, helpdesk, contact center, or similar environment (preferred).
• Experience supporting hardware or software troubleshooting in a corporate setting is a plus.
• Basic to intermediate understanding of hardware troubleshooting (laptops, peripherals).
• Familiarity with network connectivity concepts (VPN, latency, Wi-Fi, authentication).
• Experience using ServiceNow (ticketing)
• Strong written and verbal communication, especially in real-time support channels.
• Ability to translate technical issues into clear, actionable steps for non-technical users.
• Active listening and customer service orientation.
• High attention to detail in ticket creation, documentation, and knowledge base updates.
• Ability to follow SOPs consistently and accurately.
• Comfortable working in a structured, SLA-driven support environment.

Supervisory Responsibilities

• This job does not have supervisory duties.

Skills

Business Communications, Business Communications, Claims Review, Coaching, Communication, Communication Management, Continuous Improvement, Cross Training, Customer Experience Management, Customer Relationship Management (CRM), Customer Satisfaction, Decision Making, Development Coaching, Digital Literacy, Direct Selling, Employee Performance Evaluations, Hardware Troubleshooting, Influencing Others, Insurance Administration, Issue Management, Laptops, Network Connectivity, Performance Management (PM), Peripheral Devices, Problem Resolution {+ 13 more}

Compensation

Compensation offered for this role is 20.24 - 31.63 per hour and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

 

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.

To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.

To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.

It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

 

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

 

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.