- Where
- United States · Remote · Remote
- Level
- Mid
SUMMARYResponsible for providing a high-level of customer service to users experiencing technical issues with the company's business applications.
Responsible for troubleshooting and effective problem resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIESProvides detailed technical customer support company-wide, troubleshooting for the business application systems.
Acts as first point of contact for users who are experiencing business application related problems.
Serves as an escalation for more complex application issues and resolutions.
Logs, tracks, and documents support tickets appropriately providing accurate details.
Provides support on multiple business applications within the suite of applications that are managed by the organization.
Manages user access, security, and permissions within the business applications.
Provides training and support on system functionality to the end users and internal support team as part of releases and issue resolution.
Develops and maintains documentation and knowledge base articles to empower users and promote self-service.
Builds a relationship with the third-party vendors support teams to resolve complex issues quickly and effectively.
Performs system testing following patching and upgrades, including business continuity testing and script changes and addresses escalated issues related to upgrades and patching.
Diagnoses and resolves more complex application issues, system errors and data discrepancies to minimize user downtime.
Collaborates with IT teams to report issues, deploy and test fixes.
Ensures that security and integrity of user onboarding and offboarding meet the appropriate controls and follow the proper procedures to mitigate risks.
Understands and assists in data management and accuracy, including data migration and testing.
Assists with audit reviews and implementation of recommendations.
Participates in developing support policies and procedures for applications that are supported by the team.
Participates in testing systems and software after major changes and improvements are made, including script changes.
Handles complex technical issue resolution by providing analysis and problem definition for production issues.
Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).
QUALIFICATIONSEDUCATION / EXPERIENCEBachelor's Degree in information technology or equivalent combination of education and insurance experienceThree (3) or more years related work experience with a demonstrated understanding of application support for business office applications.
Two (2) or more years Insurance industry experienceStrong knowledge and understanding of Commercial and Claims InsuranceSKILLSStrong understanding of software as a service, user permissions, cloud infrastructureExcellent verbal and written communication skillsExcellent customer service skills, including telephone and listening skillsAbility to work within a fast paced team and to foster teamworkGood planning, organizational and prioritization skillsExceptional analytical and problem-solving skills with the ability to resolve complex and critical issuesStrong ability to manage multiple projects simultaneously and adapt to rapidly changing prioritiesIn-depth knowledge of Microsoft Office products, Internet Application/System Architectures and troubleshooting skills