System Support Specialist

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

📋 Description

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

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

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

• Deliver end-user technical support by resolving issues, providing workflow guidance, and assisting internal and external users with the system.

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

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

• Act as the primary point of 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 before any changes go live.

• Provide updates on progress, risks, timelines, and key milestones to leadership and stakeholders.

• Develop a comprehensive understanding of current product operations and workflows to identify opportunities for enhancing speed, quality, and efficiency.

• Monitor timelines, dependencies, and deliverables to ensure that work progresses according to plan.

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

⛳️ Requirements

• High school diploma or GED is required; a Bachelor’s degree is preferred.

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

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

• Proven accuracy, attention to detail, and accountability in work.

• Strong ethics, integrity, and a customer-centric approach.

• Demonstrated ability to work effectively as part of a team with a positive and collaborative attitude.

• Self-driven, adaptable, and enthusiastic about learning and advancing within the organization.

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

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

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

• Exceptional written communication skills, including strong grammar, with the ability to create clear and professional documentation and emails.

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

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

• Excellent organizational and time-management skills, with the capacity to handle multiple priorities and deadlines.

• Ability to manage confidential information with discretion and professionalism.

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

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

🏝️ Benefits

• Streamlined recruitment process via video calls.

• Paid initial training and ongoing development opportunities to enhance your role and career.

• Access to a supportive team available in real-time to ensure your success!

• 100% remote position, eliminating time wasted in traffic!