Tier 1 Support Analyst

Job Locations US-PA-Exton
Posted Date 1 month ago(1/22/2018 12:27 PM)
# of Openings
Information Technology


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.


We are currently looking for a Tier 1 Support Analyst in the Exton, PA office. 


Ensure customer satisfaction by providing Tier 1 support for hardware, software, connectivity, development and product specific problems. 


  • Handle Tier-1 service issues from clients.  (Service requests may be received via phone, email or chat feature)
  • Escalate issues as necessary.
  • Open and close service tickets using Salesforce.com.
  • Provide training to client base to educate them on new products and to provide routine refresher programs on their existing products. 


Skills Requirements

  • Strong customer service orientation with a “can do” attitude.
  • Excellent communication skills to interact with customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service.
  • Follow-up skills to effectively handle and prioritize concurrent service issues.
  • Organization skills to be able to handle multiple activities simultaneously.
  • Detail oriented to ensure all client set up requirements are executed accurately and service tickets are completed in full.
  • Aptitude for new technology learning.
  • Independent thinking and problem resolution. 
  • Proven problem solving skills with an emphasis on quick problem resolution.


Education and Experience Required:

  • Bachelor’s Degree required.
  • Minimum one year of experience in a customer service environment utilizing phone, web, chat and email communication methods.
  • Knowledge of MS Office products: Word, Power Point and Excel.
  • Knowledge of client and server operating systems, and machine architectures in a Windows environment.
  • Adobe Acrobat experience is desired.
  • HTML experience is desired.
  • Knowledge of programming skills is a plus.


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