Service Center Specialist

Job Title: Service Center Specialist

Location: Houston, TX

Reports To: IT Service Center Manager

Employment Type: Full time; Hybrid (4 days in office, 1 day remote)

About Us

Help us insure it

At Tokio Marine HCC, we value innovation, collaboration, and professional growth. You’ll have the opportunity to work on impactful projects, develop your skills, and advance your career in a supportive and dynamic environment.

Tokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Europe, and other exciting locations. With the strength and stability that comes from being a member of the Tokio Marine Group, and more than forty years of growth, profitability, and stability, we offer important insurance products that most people don’t even know exist. Every policy we write is special, enabling our clients to do amazing things. From insuring the crops that feed us to the rock concerts that entertain us, to rescuing international travelers in trouble, we offer more than 100 classes of specialty insurance. Applying our Mind Over Risk philosophy to writing insurance allows our customers to take on opportunity with confidence. That philosophy defines our way of thinking, unites us as a team, and differentiates us from our competitors. We are much more than just an insurance company; we are a good company.

Role Overview

• Assist internal users with computer software and hardware problems.

• Ensure the timely process through which problems are controlled including problem recognition, research, isolation, resolution, and follow-up steps.

• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Key Responsibilities

• Simulate or recreate user problems to resolve operating difficulties.

• Recommend system modifications to reduce user problems.

• Document common problems and resolutions and submit to IT knowledge repository.

• User support and troubleshoot function on all IT related activities.

• Take a lead role in creation and cataloging of knowledge articles.

• Familiar with a variety of the field's concepts, practices, and procedures.

• Build training materials and documents for new services and application roll-outs.

• Maintain currency and high level of technical skill in field of expertise.

• May be assisted by entry- or immediate-level team members.

What You Bring

Education & Certifications

• ITIL Foundation certification or progress toward achieving certification within one year of employment.

Experience & Qualifications

• 2 years of relevant and progressive professional experience with minimum of one year experience in a Service Center environment.

• Possess and have ability to apply knowledge of principles, practices, and procedures.

Key Competencies

• Solid written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy.

• Advanced organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously.

• Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company's business to proactively respond to changing business environment.

• Advanced proficiency and experience using Microsoft Office package (Excel, Access, PowerPoint, Word).

What We Offer

• Competitive salary and employee benefit package

• Strong learning culture

• Growth opportunities

• 6% 401K Match

• 20 days of PTO and 2 Floating Days

• Paid parental leave

• An opportunity to love what you do

Equal Opportunity Employer

The Company is an equal employment opportunity employer and is committed to complying with applicable laws to ensure equal employment opportunities. Accordingly, it is the policy of the Company to provide equal employment opportunities to all Employees and applicants for employment without regard to color, race, sex, national origin, sexual orientation, gender identity, gender expression, religion, age, military or veteran status, disability, pregnancy, citizenship status, genetic information, or any other basis protected by applicable law.

This policy applies to all terms and conditions of employment including without limitation, recruitment, hiring, training, promotion, transfer, layoff, compensation and benefits, discipline, termination of employment, and educational, recreational, and social programs.

The Company expects all its Employees to adhere to these principles, not only within the Company but also when managing relationships with third parties outside the Company, such as with contractors, visitors, vendors, suppliers, or customers. The Company will not tolerate any violation of this policy.

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