{"schemaVersion":"jobsearcher.job.v1","id":"4da1c2cf39be57f6a81e0819","url":"https://jobsearcher.com/jobs/4da1c2cf39be57f6a81e0819","canonicalUrl":"https://jobsearcher.com/jobs/4da1c2cf39be57f6a81e0819","title":"Technical Triage Agent - Remote","description":"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.\nJob Description\nThe 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.\nWork Environment\nRemote contact center environment supporting inbound chats, calls, and emails.\nMust be able to work in a structured schedule with performance expectations.\nOccasional participation in Tech Days, onboarding support, and cross-functional meetings.\nKey Responsibilities\nTechnical Support & Troubleshooting\nProvide Level 1 technical support for Direct Sales agents via chat and voice calls.\nTroubleshoot hardware issues including laptops, monitors, headsets, mice, and related peripherals.\nDiagnose and resolve connectivity issues (VPN, network access, latency, login failures, etc.).\nPerform system/application triage across platforms such as Workday, Verint, ServiceNow, SharePoint, Avaya, and internal tools.\nDetermine whether issues are isolated or system-wide through structured questioning.\nDeliver clear solutions or temporary workarounds to limit downtime.\nTicketing, Documentation & Escalation\nLog all interactions in ServiceNow with complete and accurate documentation.\nFollow established SOPs for interaction logs, KBI Article tagging, and resolution steps.\nEscalate unresolved or complex issues to ATSC or designated Level 2 teams, ensuring:\nProper ticket routing\nA documented follow-up plan\nVerification that users return to production before closure\nProcess security access requests when appropriate and coordinate with the Security Access Coordinator.\nWorkflow & SLA Management\nWork from prioritized channels including calls, chats, email, and tickets.\nParticipate in future SLA-driven workflows as performance SLAs are developed.\nKnowledge Management & Continuous Improvement\nMaintain and update knowledge articles in RightAnswers/SharePoint to ensure accuracy and relevance.\nParticipate in peer learning sessions and contribute insights, best practices, and technical discoveries.\nSupport onboarding classes through Tech Day participation and shadowing of new hires.\nEngage in cross-training opportunities to expand tool and process expertise.\nCollaboration & Communication\nWork closely with Tech Triage consultants, leadership, and sales operations teams to resolve issues quickly.\nCommunicate trends, recurring issues, and system-wide outages to leadership.\nParticipate in daily/weekly reporting as needed, providing insights into volume, trends, and user pain points.\nProfessional Development & Coaching\nAttend monthly 1:1 coaching sessions focused on growth, skill development, and performance review.\nPursue SME opportunities or pathway development toward consultant or leadership roles.\nApply feedback and participate in performance management processes when applicable.\nEssential Skills\n1–2 years of experience in technical support, helpdesk, contact center, or similar environment (preferred).\nExperience supporting hardware or software troubleshooting in a corporate setting is a plus.\nBasic to intermediate understanding of hardware troubleshooting (laptops, peripherals).\nFamiliarity with network connectivity concepts (VPN, latency, Wi-Fi, authentication).\nExperience using ServiceNow (ticketing)\nStrong written and verbal communication, especially in real-time support channels.\nAbility to translate technical issues into clear, actionable steps for non-technical users.\nActive listening and customer service orientation.\nHigh attention to detail in ticket creation, documentation, and knowledge base updates.\nAbility to follow SOPs consistently and accurately.\nComfortable working in a structured, SLA-driven support environment.\nSupervisory Responsibilities\nThis job does not have supervisory duties.\nSkills\nBusiness 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}\nCompensation\nCompensation offered for this role is 20.24 - 31.63 per hour and is based on experience and qualifications.\nThe candidate(s) offered this position will be required to submit to a background investigation.\n\nJoining 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.\nAllstate generally does not sponsor individuals for employment-based visas for this position.\nEffective 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.\nFor jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.\n\nFor jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.\nTo 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.\nTo 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.\nIt 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.\n\nAllstate 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.\n\nWhen 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.","company":"Allstate","rawCompany":"allstate","isRemote":true,"isActive":false,"createdAt":"2026-08-08T11:46:24.495Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Triage Agent - Remote","description":"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.\nJob Description\nThe 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.\nWork Environment\nRemote contact center environment supporting inbound chats, calls, and emails.\nMust be able to work in a structured schedule with performance expectations.\nOccasional participation in Tech Days, onboarding support, and cross-functional meetings.\nKey Responsibilities\nTechnical Support & Troubleshooting\nProvide Level 1 technical support for Direct Sales agents via chat and voice calls.\nTroubleshoot hardware issues including laptops, monitors, headsets, mice, and related peripherals.\nDiagnose and resolve connectivity issues (VPN, network access, latency, login failures, etc.).\nPerform system/application triage across platforms such as Workday, Verint, ServiceNow, SharePoint, Avaya, and internal tools.\nDetermine whether issues are isolated or system-wide through structured questioning.\nDeliver clear solutions or temporary workarounds to limit downtime.\nTicketing, Documentation & Escalation\nLog all interactions in ServiceNow with complete and accurate documentation.\nFollow established SOPs for interaction logs, KBI Article tagging, and resolution steps.\nEscalate unresolved or complex issues to ATSC or designated Level 2 teams, ensuring:\nProper ticket routing\nA documented follow-up plan\nVerification that users return to production before closure\nProcess security access requests when appropriate and coordinate with the Security Access Coordinator.\nWorkflow & SLA Management\nWork from prioritized channels including calls, chats, email, and tickets.\nParticipate in future SLA-driven workflows as performance SLAs are developed.\nKnowledge Management & Continuous Improvement\nMaintain and update knowledge articles in RightAnswers/SharePoint to ensure accuracy and relevance.\nParticipate in peer learning sessions and contribute insights, best practices, and technical discoveries.\nSupport onboarding classes through Tech Day participation and shadowing of new hires.\nEngage in cross-training opportunities to expand tool and process expertise.\nCollaboration & Communication\nWork closely with Tech Triage consultants, leadership, and sales operations teams to resolve issues quickly.\nCommunicate trends, recurring issues, and system-wide outages to leadership.\nParticipate in daily/weekly reporting as needed, providing insights into volume, trends, and user pain points.\nProfessional Development & Coaching\nAttend monthly 1:1 coaching sessions focused on growth, skill development, and performance review.\nPursue SME opportunities or pathway development toward consultant or leadership roles.\nApply feedback and participate in performance management processes when applicable.\nEssential Skills\n1–2 years of experience in technical support, helpdesk, contact center, or similar environment (preferred).\nExperience supporting hardware or software troubleshooting in a corporate setting is a plus.\nBasic to intermediate understanding of hardware troubleshooting (laptops, peripherals).\nFamiliarity with network connectivity concepts (VPN, latency, Wi-Fi, authentication).\nExperience using ServiceNow (ticketing)\nStrong written and verbal communication, especially in real-time support channels.\nAbility to translate technical issues into clear, actionable steps for non-technical users.\nActive listening and customer service orientation.\nHigh attention to detail in ticket creation, documentation, and knowledge base updates.\nAbility to follow SOPs consistently and accurately.\nComfortable working in a structured, SLA-driven support environment.\nSupervisory Responsibilities\nThis job does not have supervisory duties.\nSkills\nBusiness 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}\nCompensation\nCompensation offered for this role is 20.24 - 31.63 per hour and is based on experience and qualifications.\nThe candidate(s) offered this position will be required to submit to a background investigation.\n\nJoining 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.\nAllstate generally does not sponsor individuals for employment-based visas for this position.\nEffective 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.\nFor jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.\n\nFor jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.\nTo 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.\nTo 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.\nIt 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.\n\nAllstate 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.\n\nWhen 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.","datePosted":"2026-08-08T11:46:24.495Z","dateModified":"2026-08-08T11:46:24.495Z","hiringOrganization":{"@type":"Organization","name":"Allstate","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"4da1c2cf39be57f6a81e0819"},"url":"https://jobsearcher.com/jobs/4da1c2cf39be57f6a81e0819"}}