Optavise, a CNO Financial Group company, is seeking a Lead Agent Tech Support Specialist to mentor a Technology Support team. This includes managing calendars, providing agent support coverage, and identifying additional training opportunities along with areas of improvement. The Lead Tech Support Specialist is responsible for servicing agent inquiries regarding moderately complex to complex software questions and issues. The specialist will use information provided by the agent to triage potential issues and provide solutions or education on the process. Along with serving as the main point of contact for the agent for resolutions, this role will also serve as an escalation point for other Tech Support roles.

This is your opportunity to apply critical thinking, leadership, and independent thinking skills. You can showcase your ability to adapt to changing needs and priorities. You’ll lead teams independently and foster growth.

As a Lead Agent Tech Support Specialist your responsibilities will include:

• Serve as an escalation point for sales technology tools and processes.
• Provide guidance and solutions to resolve field issues, taking a broad perspective on issues and may develop new and less obvious solutions.
• Collaborate with many departments across the organization to understand and improve the customer experience.
• Recommend on-going process improvements and streamlined processes to deliver operational efficiency.
• Analyze call logs to spot common trends and underlying issues.
• Assist with performance reviews.
• Schedule tech support coverage.
• Identify and conduct necessary training sessions with Tech Support team members.
• Troubleshoot moderately complex to complex technical issues over the phone, by email, or by Microsoft Teams or Zoom to assist with software setups or to resolve software related problems.
• Analyze and respond to emails that are received into the technical support queues.

The Lead Agent Tech Support Specialist position is well-suited for you if you:

• Possess knowledge of sales and technology tools and processes.
• Solve problems, identify key issues and recognize patterns from partial/conflicting data.
• Possess strong relationship management/teamwork skills.
• Demonstrate conflict and issue resolution abilities.
• Collaborate for successful partnerships.
• Utilize strong verbal and written communication skills.

What you’ll need:

• High School Diploma
• Minimum of five years of customer service experience.

What will set you apart:

• Associates degree.
• Previous leadership experience in a project or team.
• Drive to take additional challenges and exceed expectations.
• Tech savviness.
• High volume support of internal teams.

This role is full time work from home (WFH), also known as Remote. This role can be performed from any US based location within the central or eastern time zone. Associates who live within a 60-mile radius of a corporate office (Birmingham, Carmel, Chicago, Philadelphia, Orlando and Milwaukee) will have access to come into that Office up to 2 days/week, and work from home at least 3 days/week. Work cannot be performed from outside of the United States.

CNO provides life and health insurance, annuities, financial services, and workforce benefits solutions through our family of brands and supported by our associates and agents. Our customers work hard to save for the future, and we help protect their health, income and retirement needs with 3.2 million policies and more than $35 billion in total assets. Our 3,400 associates, 8,600 exclusive agents and independent partner agents guide individuals, families and businesses through a lifetime of financial decisions.

We are financially strong and well positioned for continued growth, and we are grounded in our core values of Diversity, Equity & Inclusion (DE&I); Integrity, Customer Focus, Excellence, and Teamwork. We have offices in more than 260 communities in the U.S., including our headquarters in Carmel, Indiana, and corporate offices in Birmingham, Chicago, Philadelphia, Orlando and Milwaukee.

At CNO Financial Group, we’re always looking forward—to the security and stability we help create for our insurance brands’ customers, and the growth we create within our own company. We're looking for ambitious people who want to do more. We'll provide you with opportunities to grow your skills through challenging professional experiences.

If you're looking for a culture that encourages development, helps you reach your potential, and rewards you for your contribution, then CNO Financial Group is right for you. For more information, visit CNOinc.com.