Technology Support Specialist

📋 Description

• Act as the main point of contact for user support through phone, chat, and ticketing systems.

• Oversee incoming support requests, including handling calls, triaging, and prioritizing based on urgency and business impact.

• Conduct warm transfers when escalation is necessary, ensuring that complete context is shared to minimize user rework.

• Take ownership of tickets until resolution is achieved, providing timely updates and follow-up.

• Achieve established service level goals (response time, resolution time, and customer satisfaction).

• Play an active role in fostering a positive, responsive, and solutions-oriented help desk culture.

• Support users throughout all workflows, including prospecting, quoting, marketing/placement, servicing, renewals, billing, and client engagement.

• Encourage user self-sufficiency by directing employees to available resources and best practices.

• Contribute to the creation of content and training curriculum to enhance end-user capabilities.

• Utilize reporting and end-user feedback to identify and deliver remote training offerings.

• Investigate recurring issues and determine root causes across workflows, system usage, or access setup, escalating to product management as necessary.

• Document trends and patterns in support requests to highlight systemic issues.

• Collaborate with Operations, Product, and Technology teams to address root causes rather than just symptoms.

• Suggest process improvements, training updates, or configuration changes to mitigate repeat issues.

• Assist with user access management, including provisioning, updates, and deactivation across Epic and related systems.

• Support role-based access setup, permissions, and basic configuration activities aligned with business workflows.

• Validate access and configuration against established standards and escalate exceptions as needed.

• Troubleshoot access issues and collaborate with technical teams on more complex system defects.

⛳️ Requirements

• A minimum of 5 years of experience in insurance operations, P&C and Benefits servicing, or a comparable role.

• Direct experience in P&C and/or Benefits.

• Practical knowledge of end-to-end P&C and/or Benefits workflows and servicing models.

• Experience in delivering training, coaching, or peer enablement within an operational setting.

• Comfort in presenting to groups and leading learning discussions.

• Experience in supporting system rollouts, process changes, or operational transformations.

• Hands-on experience with Applied Epic for P&C and Benefits.

• Familiarity with a contemporary insurance agency technology stack.

• Excellent communication skills, with the ability to convey complex concepts clearly and practically.

• Eligibility 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