Technical Support Specialist

US-CA-Ontario
2 weeks ago
ID
2017-4842
# of Openings
2
Category
Information Technology

Overview

iPipeline® – a leading provider of cloud-based software solutions for the life insurance industry –announced the acquisition of Laser App Software®, a premier provider of forms automation and management software for the securities and insurance industries. Laser App is used by approximately 100,000 registered investment advisors (RIAs), agents, broker-dealers and mutual funds to streamline the process of completing client forms.

 

iPipeline provides the process automation and seamless integration needed on a global basis to make a sale by aggregating more than 120 carriers, 875 distributors and financial institutions, and their producers and licensed advisors in a cloud-based environment. With headquarters in Exton, Pennsylvania, iPipeline has locations in Fort Lauderdale (FL), Charlotte (NC), Philadelphia (PA), Salt Lake City (UT), Ontario (CA), Pleasanton (CA), Cheltenham (UK), and Vancouver. Visit us at www.ipipeline.com.

 

We are currently looking for a Tier II Technical Support Specialist in the Ontario, CA office.

Responsibilities

 

  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
  • Positive and proactive attitude with customer’s best interest in mind
  • Complete necessary internal and client related documentation as required on a daily basis.
  • Be able to comfortably communicate with knowledgeable as well as novice users to resolve issues via both phone and e-mail.
  • Improves system performance by identifying problems; recommending changes.
  • Learn our internal software solutions and provide customer training.
  • Familiarity with installing and supporting various third party software
  • Understanding of basic networking and network troubleshooting
  • Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status
  • Follow all other responsibilities directed by upper management staff.

Qualifications

 

  • Proficient in MS Word, PowerPoint and Excel. Ability to learn internal software programs.
  • Minimum one year of experience in support using phone, email, and/or web meetings to solve customer issues.
  • Knowledge of how software and operating systems work;
  • Superb listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
  • Establishing a good working relationship with customer and colleagues.
  • Team players;
  • Independent Problem solving skills;
  • Other duties as needed with a desire to learn new technology.
  • Bachelor’s Degree in Computer Information Systems or related.

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