Job Description
Applications Technical Support Specialist- Bilingual – Remote
Location: Canton MA, Remote
Job ID: 1979BR
Job Description:
We currently have an opportunity for a Bi-lingual Technical Support Specialist. This position provides solutions in French and English to user problems on insurance applications and/or technical issues of a varied and increasingly complex nature, to ensure customer satisfaction and productivity by handling Tier I and Tier II calls. Resolves Tier III calls with some assistance. Independently works with all internal (employee) and external (agent) customers to provide application and technical advice, guidance and informal training; collaborating with senior level colleagues and supervisor to exercise highest level of proficiency and customer service.
Responsibilities:
- Researches, resolves and responds to complex application and/or technical questions received via telephone calls, employee self-serve, emails, faxes, or callbacks in both French and English.
- Provides systems advice, guidance and informal training to customers using insurance applications and systems, hardware, and software programs.
- Troubleshoots and resolves system problems, restores technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
- Creates and maintains up-to-date documentation of problems via the problem tracking system and records of inquiries; and communicating with users on the progress of research in resolving reported issues.
- Manages the resolution of user issues, and acts as a liaison among support departments on escalated problems to secure resolution, and positive impact on customer satisfaction and productivity.
- Acquires and maintains in-depth knowledge of Specialty insurance products, including Agency, Billing, Claims, Finance and HR systems, proprietary systems, current support policies, and methods of support delivery, in order to provide accurate insurance product solutions to users.
- Acquires and maintains strong knowledge of MS365, Outlook, Internet Browsers and Windows Operating Systems, current support policies and methods of support delivery in order to provide accurate product solutions to users.
- Responds to and communicates client system outages within required SLA s.
- Ensures timely distribution of knowledge and builds and maintains a robust Knowledge Base.
- Responsible for the distribution of IT communications and ensuring that customer messages are well articulated, and consistent with company and departmental communication standards.
- Develops and provides insurance systems and technical training, coaching, and acts a mentor to other support team members.
- Supports and champions various projects through defining work deliverables, monitoring work progress, communication of work status and managing interdependencies.
- Contributes to work priorities, meets deadlines and adheres to standards, policies and procedures.
Education and Experience:
- Bachelor s degree in related fields OR equivalent work experience.
- 1-3 years of Commercial or Personal Lines Property/Casualty insurance and/or related IT or customer support work experience.
- Knowledge and experience in Specialty insurance a plus.