System Support Specialist

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

📋 Description

• Conduct functional and user acceptance testing across development, cycle, staging, and production environments.

• Ensure that system and product modifications are executed accurately and consistently across various platforms, channels, and workflows.

• Identify, document, and relay system defects, compliance updates, and configuration issues to leadership.

• Provide technical support to end-users through issue resolution, workflow guidance, and system assistance for both internal and external users.

• Assist in troubleshooting and resolving system and product-related issues utilizing ticketing or case management tools.

• Support the complete lifecycle of assigned products, from initial requirements to launch and post-release enhancements.

• Act as the primary contact for inquiries regarding product execution, dependencies, risks, and delivery challenges.

• Collaborate with Systems, Operations, Compliance, and Product teams to facilitate successful product launches and updates.

• Help ensure that systems, processes, documentation, and teams are fully prepared prior to changes going live.

• Provide insight into progress, risks, timelines, and key milestones to leadership and stakeholders.

• Develop a comprehensive understanding of product and workflow operations, identifying opportunities to enhance speed, quality, and efficiency.

• Monitor timelines, dependencies, and deliverables to ensure that work proceeds as scheduled.

• Work closely with the Systems Support Manager to ensure alignment and successful execution across teams.

⛳️ Requirements

• High school diploma or GED required; Bachelor's degree preferred.

• 3+ years of experience in system support, product operations, process improvement, or project coordination.

• Experience in a highly regulated environment with cross-functional teams.

• Proven accuracy, attention to detail, and accountability.

• Strong ethics, integrity, and a customer-focused mindset.

• Demonstrated ability to be a team player with a positive, collaborative attitude.

• Self-motivated, adaptable, and enthusiastic about learning and growing within the organization.

• Solid background in customer experience, system support, and operational execution with the ability to troubleshoot issues and clearly explain workflows.

• Experience in supporting system changes, product updates, or operational initiatives in a regulated environment, preferably in insurance.

• Strong analytical and systems-thinking abilities, with the capacity to interpret data, identify trends, uncover gaps, and recommend improvements.

• Excellent written communication skills with strong grammar and the capability to produce clear, professional documentation and emails.

• Strong problem-solving and decision-making abilities focused on enhancing product performance, operational efficiency, and customer outcomes.

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

• Strong organizational and time-management skills with the ability to handle multiple priorities and deadlines.

• Capable of managing confidential information with discretion and professionalism.

• Experience with ticketing, project tracking, or case management systems such as Salesforce, Jira, or similar tools is advantageous.

• Basic understanding of insurance systems, workflows, APIs, XML/text files, or rating concepts is beneficial but not mandatory.

• A quiet space to work.

• Internet connection with a minimum of 30 Mbps download / 10 Mbps upload speed.

🏝️ Benefits

• Remote work options.

• Employment legally administered through RemoFirst, Porch Group's Employer of Record partner in Colombia.

• Virtual interviews conducted.

• Quiet workspace and internet connection of at least 30 Mbps download / 10 Mbps upload.