Technical Triage Agent - Remote

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.

The 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.

Remote contact center environment supporting inbound chats, calls, and emails. Must be able to work in a structured schedule with performance expectations. Occasional participation in Tech Days, onboarding support, and cross-functional meetings.

Technical Support & Troubleshooting Provide Level 1 technical support for Direct Sales agents via chat and voice calls. Troubleshoot hardware issues including laptops, monitors, headsets, mice, and related peripherals. Diagnose and resolve connectivity issues (VPN, network access, latency, login failures, etc.). Perform system/application triage across platforms such as Workday, Verint, ServiceNow, SharePoint, Avaya, and internal tools. Determine whether issues are isolated or system-wide through structured questioning. Deliver clear solutions or temporary workarounds to limit downtime. Ticketing, Documentation & Escalation Log all interactions in ServiceNow with complete and accurate documentation. Follow established SOPs for interaction logs, KBI Article tagging, and resolution steps. Escalate unresolved or complex issues to ATSC or designated Level 2 teams, ensuring: Proper ticket routing A documented follow-up plan Verification that users return to production before closure Process security access requests when appropriate and coordinate with the Security Access Coordinator. Workflow & SLA Management Work from prioritized channels including calls, chats, email, and tickets. Participate in future SLA-driven workflows as performance SLAs are developed. Knowledge Management & Continuous Improvement Maintain and update knowledge articles in RightAnswers/SharePoint to ensure accuracy and relevance. Participate in peer learning sessions and contribute insights, best practices, and technical discoveries. Support onboarding classes through Tech Day participation and shadowing of new hires. Engage in cross-training opportunities to expand tool and process expertise. Collaboration & Communication Work closely with Tech Triage consultants, leadership, and sales operations teams to resolve issues quickly. Communicate trends, recurring issues, and system-wide outages to leadership. Participate in daily/weekly reporting as needed, providing insights into volume, trends, and user pain points. Professional Development & Coaching Attend monthly 1:1 coaching sessions focused on growth, skill development, and performance review. Pursue SME opportunities or pathway development toward consultant or leadership roles. Apply feedback and participate in performance management processes when applicable. Essential Skills 1–2 years of experience in technical support, helpdesk, contact center, or similar environment (preferred). Experience supporting hardware or software troubleshooting in a corporate setting is a plus. Basic to intermediate understanding of hardware troubleshooting (laptops, peripherals). Familiarity with network connectivity concepts (VPN, latency, Wi-Fi,