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.