Technical Support Specialist

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get To Know The Opportunity

The Technical Support Specialist is responsible for prioritizing incoming queries from internal and external customers via phone calls, email, support multiple call queues, and MS Teams. This position is accountable for Total Contact Ownership (TCO) from initial troubleshooting and triage of an incident to final resolution. Occasionally, Support Specialists will facilitate collaboration with other technical and business teams when working through complex solutions but will remain the primary contact retaining ownership of the issue until it is resolved. The support specialist will perform technical analysis, troubleshooting, and resolution of business application issues, networking (home and remote offices), remote access, latency, virtual machines, and PC hardware issues. Ideal candidates will have experience providing technical support to financial business clients and be adept at understanding the business language as it relates to the customers’ technology requirements. Technicians start supporting one queue and ramp up quickly to support multiple external call queues. Other responsibilities include creating a fully documented record of all issues, and timely follow-up with customers to achieve high customer satisfaction scores and SLAs in the ServiceNow Ticketing System.

The Contributions You'll Make:

• Technical support experience in a fast-paced financial support center who can prioritize workload for multiple channels. (Calls, email, chat).
• Experience supporting both internal and external customers in the financial services industry.
• Understanding of multi-platform environments including, networking, remote access, and browsers. (Microsoft Cloud, Unix, Mainframe, Intel, and Databases such as DB2, Sybase and Oracle).
• Network troubleshooting using Liquidware and Power BI tools are highly desirable.
• Experience working and collaborating effectively in a virtual and multi-site team environment.
• Self-starter who is able to work independently demonstrating analytical and problem-solving skills.
• Ability to resolve a high volume of complex technical issues remotely.
• Ability to work in a high volume, high priority environment using multiple communication methods simultaneously.
• Ability to multi-task and prioritize work in alignment with business requirements.
• Flexibility to work varying shifts from 7:00am to 6:30pm EST.

Minimum Knowledge & Experience

• Associate's Degree in Computer Science, Engineering or a directly related field. Preferred
• A+ Certification preferred.
• Certified Help Desk Professional preferred.
• Deskside support experience.
• Strong knowledge of IT operations and work-flow processes and procedures.
• ServiceNow and ITIL experience.
• RightAnswers Knowledge base and technical writing experience.
• Strong analytical and communication skills, along with sound judgment, and the ability to work effectively with employees and other IT staff

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.