• Application Support Specialist (Tier I)

    Job Locations US-UT-Salt Lake City
    Posted Date 1 month ago(11/12/2018 12:44 PM)
    # of Openings
    Information Technology
  • Overview

    iPipeline is a leading provider of cloud-based software solutions for the life insurance and financial services 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 makes it easier for people to purchase investment and insurance products that secure their financial future. With headquarters in Exton, Pennsylvania, iPipeline has locations in Cheltenham (UK), Fort Lauderdale, Atlanta, Ontario (CA), Philadelphia, and Salt Lake City. Visit www.ipipeline.com.


    We are currently looking for an Application Support Specialist in our Salt Lake City, UT office.


    Position Purpose:  Application Support Specialist

    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 Support Specialists 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


    Reporting Relationship:

    • This position reports to the Help Desk Manager


    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.


    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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