IT Support Associate - Remote / Telecommute

• The IT Support Associate is responsible for providing technical support to internal and external customers by identifying, researching, and resolving system-related issues.
• This role requires strong troubleshooting abilities, customer service skills, and the ability to manage high call volumes while maintaining accurate documentation and delivering timely resolutions.

Technical Support And Issue Resolution:

• Identify, research, resolve, and respond to a high volume of simple to moderately complex technical issues.
• Provide real-time assistance to reduce system downtime and improve customer satisfaction.
• Troubleshoot Windows operating system issues and proprietary software applications.
• Escalate complex issues to appropriate departments when necessary.
• Provide after-hours support via on-call rotation as required.

• Provide status updates and follow-up communication to customers.
• Document customer issues accurately and timely in the call tracking system.
• Maintain clear and professional communication with internal and external stakeholders.
• Ensure issues are tracked through resolution.

• Stay current with organizational policies, product updates, and industry trends.
• Support the organization s quality programs and service standards.
• Perform additional duties as assigned.

• Three years of computer systems-related experience or equivalent combination of education and experience.
• Two years of proprietary software support experience.
• One year of Windows operating system troubleshooting experience.

• Experience with JURIS or claims management applications.

• Strong knowledge of Windows OS, Outlook, and Microsoft Office.
• Strong analytical, interpretive, and decision-making skills.
• Excellent oral and written communication skills.
• Strong organizational, stress management, and time management skills.
• Excellent interpersonal and customer service abilities.
• Strong negotiation and conflict resolution skills.
• Ability to work effectively in a team environment.
• Ability to meet or exceed performance competencies.

• Associate degree in a computer technology field preferred.