Technology Support Specialist

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 1,001-5,000Since 2020H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

16 days ago

Salary

0

Seniority

Senior

Professional Certificate5 yrs expEnglish

Job Description

Technology Support Specialist

Keystone Agency Partners

• Serve as a primary point of contact for user support via phone, chat, and ticketing channels. • Manage inbound support requests, including call handling, triage, and prioritization based on urgency and business impact. • Perform warm transfers when escalation is required, ensuring full context is passed to minimize user rework. • Own tickets through resolution whenever possible, providing timely updates and follow-up. • Meet established service levels (response time, resolution time, and customer satisfaction). • Actively contribute to building a positive, responsive, and solutions-oriented help desk culture. • Assist users across end-to-end workflows, including prospecting, quoting, marketing/placement, servicing, renewals, billing, and client engagement. • Promote user self-sufficiency by guiding employees to available resources and best practices. • Support the development of content and training curriculum to drive end-user capabilities. • Use reporting and end-user feedback to identify and deliver remote training offerings. • Investigate recurring issues and identify root causes across workflows, system usage, or access setup, escalating to product management when needed. • Document trends and patterns in support requests to highlight systemic issues. • Partner with Operations, Product, and Technology teams to address underlying causes -- not just symptoms. • Recommend process improvements, training updates, or configuration changes to reduce repeat issues. • Support user access management, including provisioning, updates, and deactivation across Epic and related systems. • Assist with role-based access setup, permissions, and basic configuration activities aligned to business workflows. • Validate access and configuration against defined standards and escalate exceptions as needed. • Troubleshoot access issues and partner with technical teams on more complex system defects.

Job Requirements

  • 5+ years of experience in insurance operations, P&C and Benefits servicing, or a related role
  • Direct experience working in P&C and/or Benefits
  • Practical understanding of end-to-end P&C and/or Benefits workflows and servicing models
  • Experience delivering training, coaching, or peer enablement in an operational environment
  • Comfort presenting to groups and facilitating learning discussions
  • Experience supporting system rollouts, process changes, or operational transformations
  • Hands-on experience with Applied Epic for P&C and Benefits
  • Familiarity with a modern insurance agency technology stack
  • Strong communication skills with the ability to explain complex concepts clearly and practically
  • Ability to pass a criminal background check, as permitted by law.

Benefits

  • Competitive Salary
  • Health Insurance Plans (PPO, HSA, Copay Options)
  • Dental Insurance
  • Vision Insurance
  • Company Paid Disability Insurance
  • Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
  • 401(k) with Safe Harbor Match
  • Paid Time Off
  • Paid Holidays

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