Technology Support Specialist

Keystone Agency Partners

Agency Technology Support Specialist supporting employees in utilizing agency technology ecosystem. Delivering training, user support, and issue resolution across various insurance services and technologies.

Posted 5/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as a primary point of contact for user support via phone, chat, and ticketing channels.
Manage inbound support requests, including call handling, triage, and prioritization based on urgency and business impact.
Perform warm transfers when escalation is required, ensuring full context is passed to minimize user rework.
Own tickets through resolution whenever possible, providing timely updates and follow-up.
Meet established service levels (response time, resolution time, and customer satisfaction).
Actively contribute to building a positive, responsive, and solutions-oriented help desk culture.
Assist users across end-to-end workflows, including prospecting, quoting, marketing/placement, servicing, renewals, billing, and client engagement.
Promote user self-sufficiency by guiding employees to available resources and best practices.
Support the development of content and training curriculum to drive end-user capabilities.
Use reporting and end-user feedback to identify and deliver remote training offerings.
Investigate recurring issues and identify root causes across workflows, system usage, or access setup, escalating to product management when needed.
Document trends and patterns in support requests to highlight systemic issues.
Partner with Operations, Product, and Technology teams to address underlying causes -- not just symptoms.
Recommend process improvements, training updates, or configuration changes to reduce repeat issues.
Support user access management, including provisioning, updates, and deactivation across Epic and related systems.
Assist with role-based access setup, permissions, and basic configuration activities aligned to business workflows.
Validate access and configuration against defined standards and escalate exceptions as needed.
Troubleshoot access issues and partner with technical teams on more complex system defects.

Requirements

What you’ll need

5+ years of experience in insurance operations, P&C and Benefits servicing, or a related role
Direct experience working in P&C and/or Benefits
Practical understanding of end-to-end P&C and/or Benefits workflows and servicing models
Experience delivering training, coaching, or peer enablement in an operational environment
Comfort presenting to groups and facilitating learning discussions
Experience supporting system rollouts, process changes, or operational transformations
Hands-on experience with Applied Epic for P&C and Benefits
Familiarity with a modern insurance agency technology stack
Strong communication skills with the ability to explain complex concepts clearly and practically
Ability to pass a criminal background check, as permitted by law.

Benefits

Comp & perks

Competitive Salary
Health Insurance Plans (PPO, HSA, Copay Options)
Dental Insurance
Vision Insurance
Company Paid Disability Insurance
Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
401(k) with Safe Harbor Match
Paid Time Off
Paid Holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

user supportcall handlingticketingtriageprocess improvementstraining developmenttroubleshootingaccess managementconfiguration activitiessystem rollouts

Soft Skills

communication skillsproblem-solvingteam collaborationcustomer satisfaction focusfacilitationcoachinguser engagementadaptabilityattention to detailpositive attitude