Summary: Under moderate supervision and following standard procedures with some independent judgment, provides technical application support to agents, policyholders, vendors, and internal users for multiple agency-facing systems/applications and contributes to project initiatives by performing the following duties.
Essential Duties and Responsibilities:
- Technical Support: Provides technical support to agents, policyholders, vendors, and internal users via phone, email, and chat for multiple agency-facing systems/applications, including:
- Troubleshoots and assesses the nature of support requests.
- Collects required information to properly define and document support tickets.
- Responds to support requests and agency workflow questions in a timely manner while initiating and maintaining positive and productive communications.
- Provides access authority and security support, ensuring appropriate groups and security rights exist for all users.
- Maintains an ongoing knowledge and understanding of multiple automation systems being utilized in the IT area.
- Projects: Serves as the liaison providing the customer perspective and actively participating in the execution of all agency-facing projects, including:
- Contributes to the design and development of both new and enhanced automation solutions and workflows.
- Coordinates distribution of vendor services for agency set-up, enhancement, and use.
- Completes user-acceptance testing pre-implementation.
- Configures agency management system set-up, security, and entitlements.
- May serve as the project lead for agency-facing projects smaller in size and scope.
- Training: Assists with coordination, execution, and deployment of automation training, including:
- Assists with the development of plans for end-user training.
- May present training via phone or online; may travel to agencies or other offsite facilities to provide training as requested.
- Develops knowledge base documents regarding common technical issues and workflows.
- Maintains and updates training materials, procedures, and proper support documentation.
- Performs other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor’s degree (B.A.) from a four-year college or university; or three to five years of related experience and/or training; or an equivalent combination of education and experience.
A minimum requirement for this position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process.
#J-18808-Ljbffr
