Application Support Specialist

US-UT-Salt Lake City
2 months ago
ID
2017-4644
# of Openings
1
Category
Information Technology

Overview

iPipeline leads the industry in providing the next-generation suite of sales distribution software to the insurance and financial services markets through its on-demand service. iPipeline's channel solutions for carriers, distributors, and financial institutions automate activities for health class estimation, CRM, forms distribution and processing, quotes and illustrations, e-Applications, agency management, data services, policy delivery and policy holder services, enabling the entire industry to market, sell, and process faster.

 

iPipeline provides the process automation and seamless integration needed on a global basis to make a sale by aggregating approximately 125 carriers, 1,200 distributors and financial institutions, and their producers and licensed advisors in a Web-based environment – the iPipeline Customer Network. With headquarters in Exton, Pennsylvania, iPipeline has locations in Atlanta, Charlotte, Danville, Fort Lauderdale, Milwaukee, Philadelphia, Salt Lake City, Tokyo, UK, and Vancouver. Visit us at www.ipipeline.com

 

We are currently looking for an Application Support Specialist in our Salt Lake City, UT office, who can contribute to iPipeline’s vision of revolutionizing the insurance industry by providing high-level support to our customers within a dynamic, fun, hard-working team environment.

 

We’re looking for individuals who are excited to get in at the ground level and obtain invaluable experience working directly with customers while providing opportunity for future growth within the company.  We offer diverse tools to enable our analysts the ability to provide excellent phone and email support to customers throughout the United States and to interact with other departments within the company such as Research and Development.

 

This position reports to the Help Desk Manager.

 

Responsibilities

Key Responsibilities

  • Provide first level customer support for software, hardware, and connectivity issues via telephone and email.
  • Maintain call-tracking database to document all problems and actions through to resolution; including escalations to 2nd and 3rd level resources.
  • Assist in testing of new functionality, enhancements to existing functionality and fixes to issues.  Includes documentation of findings.
  • Provide training to new employees and other help desk staff.
  • Work with management to refine team processes, workflow issues and training procedures.
  • Help create, maintain and update procedure(s) documentation.
  • Act as liaison between end-users and technical staff to communicate issues, problems, and questions.
  • Document and escalate customer-identified bug reports and suggestions for product enhancements.
  • Keep abreast of industry and product(s) advances.
  • Continually improve help desk analyst knowledge and skills via proactive utilization of professional journals, organizations, workshops, etc.

Qualifications

Minimum Education and/or Experience Requirements:

  • Excellent written and verbal communication skills.
  • Function effectively in a team environment.

Other Skills and Abilities:

  • College degree preferred
  • Represent iPipeline in a professional manner.
  • Can Adapt/Grow/Learn
  • Curious
  • A fierce commitment to excel in the pursuit of unselfish goals
  • The ability to gather and make sense of information that suggests new possibilities.
  • The willingness to fight for difficult goals despite challenges and to bounce back from adversity
  • A knack for using emotion and logic to communicate a persuasive vision and connect with people.
  • Insurance industry knowledge or experience helpful.

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