Position Title: Technical Support Agent Tier 1
Department: Customer Support
Reports To: Technical Support, Team Lead
FLSA Status: Hourly
Job Type: Full-time
Location: US Remote
Overview:
The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.). The position is part case and expectation management and part investigating and troubleshooting issues that range from simple to very complex. The software application is custom although it rides atop a SQL database. The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line. The agent is responsible for the case management in our CRM system as appropriate. This individual must be detail oriented and possess a strong technical interest.
Key Responsibilities:
- Facilitate communication between One Inc Support and customers regarding open cases
- Troubleshoot technical problems and answer support questions for One Inc. products
- Create, update, and close their CRM tickets as appropriate
- Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessary
- Clearly articulate technical issues, solutions, and activities to colleagues and clients
- Investigate bugs, support, change, and/or features requests by gathering business and technical requirements
- Creation and review of knowledge base articles for reference by other team members
- Work in team environments that span functional and geographic boundaries
- Build strong, trustful relationships with customers
- Other duties assigned as necessary
Skills:
- Excellent attention to detail, strong investigative skills and exceptional analytical skills
- Solid time-management skills
- Strong interpersonal skills and the ability to adapt in a complex and changing environment
- Excellent verbal and written communication skills
- Excellent customer service ability that results in trust and long-standing relationships with our customers
- Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment where urgency is the key to Client happiness
- Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed
- Understanding of SQL-based database structure and queries
- Familiarity with API calls and reading log files
- Intellectual curiosity to solve complex problems using critical thinking
Preferred Skills:
- Business to business external customer support
- SaaS support experience
- Insurance industry experience dealing with a policy and/or agency management system
- Exposure to PCI compliance standards and software development lifecycles
- Have any/ all of the following experience using: Salesforce, JIRA, and AHA experience a plus.
Education & Experience:
- Bachelor's Degree in Computer Science, Information Systems, or 2+ years of technical support or equivalent software application experience
- Proven work experience in a similar role, - insurance or payments industry experience preferred
Desired Traits:
- Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development
Additional Requirements:
- This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.
- Employment is contingent upon successful completion of background screening requirements.
- One Inc may conduct periodic background checks at any time during employment, as permitted by applicable law and company policy.
Physical Demands:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment:
Standard indoor office setting; exposure to computer screens.
Physical:
Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.
Vision:
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
Hearing:
Ability to hear in the normal audio range with or without corrections.
Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That's the strength derived from the Power of One - a cohesive and seamless experience for both inbound and outbound digital insurance payments.
The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.
Headquartered in Folsom, CA-One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
