Customer Support Specialist at Mutual of Omaha Insurance - Remote Job Position

Company Overview

Mutual of Omaha Insurance is a trusted provider of insurance and financial solutions with a legacy spanning over a century. We are committed to helping individuals and businesses secure their financial futures through a range of products, including life insurance, retirement planning, and health coverage. Our customer-centric approach and dedication to excellence have made us a leader in the industry. As a remote-first organization, we prioritize flexibility, innovation, and teamwork to deliver exceptional service to our clients.

Position Summary

Mutual of Omaha Insurance is seeking a highly skilled Customer Support Specialist to join our remote team. In this role, you will provide technical and customer service support to resolve issues efficiently while maintaining a high standard of client satisfaction. The ideal candidate will have a strong background in IT troubleshooting, help desk support, and ticket resolution, along with excellent communication skills to assist both internal teams and external customers.

Key Responsibilities

• Provide timely and effective technical support via phone, email, and chat to resolve customer inquiries and issues.
• Manage and prioritize support tickets, ensuring accurate documentation and resolution within service level agreements (SLAs).
• Troubleshoot hardware, software, and network-related issues, escalating complex cases to appropriate teams when necessary.
• Maintain and update the knowledge base with solutions, FAQs, and best practices to improve team efficiency.
• Collaborate with cross-functional teams to identify recurring issues and implement long-term solutions.
• Deliver exceptional customer service by actively listening, empathizing, and providing clear, concise guidance.

Required Qualifications

• 5 to 15 years of experience in a customer support or IT help desk role, preferably in the insurance or financial services industry.
• Proficiency in ticket resolution, IT troubleshooting, and help desk support.
• Strong technical knowledge of software, hardware, and network systems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience maintaining documentation and knowledge base articles.
• Ability to work independently in a remote environment while meeting performance metrics.

Required Education

A Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field is required.

Desired Skills

• Certifications such as ITIL, CompTIA A+, or HDI Support Center Analyst.
• Experience with CRM systems (e.g., Salesforce, Zendesk).
• Familiarity with insurance or financial services processes.
• Strong problem-solving and analytical abilities.

Compensation & Benefits

Mutual of Omaha Insurance offers a competitive salary range of $55,000 to $100,000 annually, commensurate with experience. In addition, we provide a comprehensive benefits package, including health insurance, retirement plans, paid time off, professional development opportunities, and a flexible remote work environment.

How to Apply

Qualified candidates are encouraged to apply through the Mutual of Omaha Insurance careers portal. Please submit your resume and a cover letter outlining your relevant experience and why you are a strong fit for this role. We look forward to reviewing your application.