Summary: Under moderate supervision and following standard procedures with some independent judgment, provides technical application support to agents, policyholders, vendors, and internal users for multiple agency-facing systems/applications and contributes to project initiatives by performing the following duties.
Essential Duties and Responsibilities: Technical Support: Provides technical support to agents, policyholders, vendors, and internal users via phone, email, and chat for multiple agency-facing systems/applications, including:Troubleshoots and assesses the nature of support requests.Collects required information to properly define and document support tickets.Responds to support requests and agency workflow questions in a timely manner while initiating and maintaining positive and productive communications.Provides access authority and security support, ensuring appropriate groups and security rights exist for all users.Maintains an ongoing knowledge and understanding of multiple automation systems being utilized in the IT area.Projects: Serves as the liaison providing the customer perspective and actively participating in the execution of all agency-facing projects, including:Contributes to the design and development of both new and enhanced automation solutions and workflows.Coordinates distribution of vendor services for agency set-up, enhancement, and use.Completes user-acceptance testing pre-implementation.Configures agency management system set-up, security, and entitlements.May serve as the project lead for agency-facing projects smaller in size and scope.Training: Assists with coordination, execution, and deployment of automation training, including:Assists with the development of plans for end-user training.May present training via phone or online; may travel to agencies or other offsite facilities to provide training as requested.Develops knowledge base documents regarding common technical issues and workflows.Maintains and updates training materials, procedures, and proper support documentation.Performs other duties as assigned.Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: Bachelor's degree (B.A.) from a four-year college or university; or three to five years of related experience and/or training; or equivalent combination of education and experience.
A minimum requirement for this position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process.
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