System Support Specialist

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

📋 Description

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

• Ensure accurate implementation of system and product changes across various platforms, channels, and workflows.

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

• Offer end-user technical support through issue resolution, workflow guidance, and system assistance.

• Troubleshoot and resolve system and product-related issues using ticketing or case management tools.

• Support the comprehensive lifecycle of assigned products from requirements gathering to launch and post-release enhancements.

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

• Collaborate with Systems, Operations, Compliance, and Product teams for product launches and updates.

• Ensure that systems, processes, documentation, and teams are ready prior to changes going live.

• Provide leadership and stakeholders with insights into progress, risks, timelines, and milestones.

• Identify opportunities to enhance speed, quality, and efficiency.

• Monitor timelines, dependencies, and deliverables.

• Work in conjunction with the Systems Support Manager to ensure alignment and successful execution.

⛳️ Requirements

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

• A 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.

• Strong emphasis on accuracy, attention to detail, and accountability.

• Demonstrated ethics, integrity, and a customer-focused approach.

• Background in customer experience, system support, and operational execution.

• Capability to troubleshoot issues and clearly explain workflows.

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

• Proficient analytical and systems-thinking abilities.

• Proficiency in interpreting data, identifying trends, recognizing gaps, and proposing improvements.

• Exceptional written communication, grammar, documentation, and email skills.

• Strong problem-solving and decision-making capabilities.

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

• Excellent organizational and time-management skills.

• Ability to handle confidential information with discretion and professionalism.

• Access to a quiet workspace.

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

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

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

🏝️ Benefits

• Opportunity for remote work.

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

• Salary range of COP 4,167,000.00 to COP 4,400,000.00 per month.