Application Support Analyst

US-PA-Exton
7 days ago
ID
2017-4865
# of Openings
2
Category
Customer Service/Support

Overview

iPipeline is a leading provider of cloud-based software solutions for the life insurance industry. Through our SaaS solutions, we accelerate and simplify insurance sales, compliance, operations and support. We provide process automation and seamless integration between every participant in the life insurance industry including carriers, agents (such as financial advisors and independent insurance agents), distributors (such as banks, broker-dealers and general agencies) and consumers. Our innovative solutions enable automated processing for pre-sales, point-of-sale execution of applications, post-sale support, reporting, consumer delivery and agency management.

 

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 Danville, Fort Lauderdale, Huntersville, Philadelphia, Roswell, Salt Lake City, Tokyo, Cheltenham (UK), and Vancouver. Visit us at www.ipipeline.com.

 

 

Responsibilities

We are currently looking for an Application Support Analyst in the Exton, PA office. 

 

Ensure customer satisfaction by providing 2nd level technical support via telephone or email for hardware, software, connectivity, and product specific problems. Maintain ticket tracking database and provide effective communications between customers and iPipeline staff. Assist in testing of new products prior to release.

 

Responsibilities

  • Provide advanced level support for iPipeline's web based products
  • Answer support tickets that have been submitted by our carrier customers
  • Answer support tickets that have been escalated by tier 1
  • Work with Professional Services team to refine processes and procedures
  • Setup new customers to use all iPipeline tools
  • Other duties as assigned

Qualifications

Skills Requirements

  • Strong SQL Server 2005 skills; ability to both troubleshoot and write SQL queries and/or stored procedures
  • Strong Windows Server 2000/2003 skills
  • Basic networking knowledge/experience, desktop support skills, and/or extensive helpdesk or application support experience
  • Experience with C#, VB.net, .NET, HTML, ASP, PHP, web services, Java, JavaScript, Adobe Acrobat, MS Access (any programming/development experience at all would be a huge plus)
  • Experience with analyzing and troubleshooting web-based applications, application support
  • Ability to read and analyze various programming languages and identify development issues versus actual support issues
  • Ability to do fixes but also define root causes
  • Ability to communicate well with all levels of personnel and interact with both technical and non-technical personnel and customers
  • Strong interpersonal, writing, and communication skills
  • A self-learner and independent individual with strong technical aptitude and a “can-do” attitude in a fast paced environment
  • Ability to “think outside the box” and employ creative solutions to various production issues
  • Ability to multi-task and handle and prioritize multiple critical issues accordingly

Nice to Haves

  • Salesforce Experience
  • Microsoft Dynamics CRM experience
  • RSA experience

Education and Experience Requirements

  • Bachelor’s Degree in Computer Science or other IT related field

 

 

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