Technical Support Agent, Tier 1
$31,200–$31,200 year
RemoteUnited States
Job Summary
Facilitate communication between One Inc Support and customers regarding open cases while troubleshooting technical problems and answering support questions for One Inc products. Create, update, and close CRM tickets as appropriate, then escalate complex, difficult, or complaint calls to Tier II engineers or managers. Clearly articulate technical issues, solutions, and activities to colleagues and clients, and investigate bugs, support changes, and feature requests by gathering business and technical requirements. Additionally, create and review knowledge base articles for reference by other team members. This role includes an on-call rotation once every 4-5 weeks for emergency after-hours support.
Required Qualifications
- Bachelor's Degree in Computer Science, Information Systems, or 2+ years of technical support or equivalent software application experience
- Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed
- Must be detail oriented
- Must possess a strong technical interest
- Must be able to lift 50 lbs
Desired Qualifications
- 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
- Proven work experience in a similar role, – insurance or payments industry experience preferred
- Action Oriented
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.