IT Support Specialist

This is a fully remote position, open to applicants in Utah.

📋 Description

• Address and resolve user support inquiries promptly and with a service-oriented approach via phone, email, in-person, and internal ticketing systems.

• Provide daily support for AMS360 and various Vertafore products, assisting users in troubleshooting issues and navigating system features.

• Act as a knowledgeable resource for questions related to the Agency Management System, escalating complex issues when necessary.

• Diagnose software, access, workflow, and user-experience challenges, collaborating with internal teams to address them effectively.

• Keep precise documentation of support interactions, recurring issues, resolutions, and internal service standards.

• Facilitate employee onboarding and system access requirements related to AMS360, Vertafore products, and other business tools.

• Contribute to system enhancements, testing, user acceptance testing, and process improvements as required.

• Collaborate across functions with business, IT, and operations teams to support internal users and enhance the overall support experience.

⛳️ Requirements

• A minimum of 2 to 3 years of experience in a service desk, business systems support, or technical support role.

• Experience in supporting Agency Management Systems, with a strong preference for experience with AMS360 and Vertafore products.

• Previous experience in the insurance industry or a similar business environment is preferred.

• Excellent customer service skills with the ability to assist users with patience, professionalism, and a sense of urgency.

• Comfortable troubleshooting software issues and conveying technical information to non-technical users.

• Highly organized and detail-oriented, capable of managing multiple support requests and competing priorities.

• Strong written and verbal communication skills, including the ability to produce clear, user-friendly documentation.

• A collaborative team player who can work effectively with business stakeholders, IT teams, and end users at all levels.

🏝️ Benefits

• Medical, Dental, Vision

• Life and AD&D insurance

• FSA / HSA

• Commuter & Child Care FSA

• Cancer Support Benefits

• Pet Insurance

• Accident & Critical Illness

• Hospital Indemnity

• Employee Assistance Program (EAP)

• 11 Paid Holidays

• Flexible PTO

• 401K