Technical Support Engineer
Acuity, Inc.
AWSAzureServiceNowSQLSwift
Digital Experience Analyst
ProAssurance
full-time
Posted on:
Origin: • 🇺🇸 United States • Alabama
Visit company websiteSalary
💰 $56,446 - $93,145 per year
Job Level
Mid-LevelSenior
Tech Stack
AzureServiceNow
About the role
- Monitor and manage customer inquiries and requests for online account portal support/assistance, ensuring the appropriate routing takes place for first-level support (frontline customer service including billing and credentialing needs).
- Perform all medium- to high-level operational support responsibilities including new user registration account matching, account grouping and associations, roles and permissions assignments/re-assignments, agency user registrations in concert with Business Development.
- Execute all other online service support requiring specialized research, troubleshooting, problem-solving, etc within core business platforms (SAPIENS eOASIS policy administration system and ImageRight document management system).
- Document using identified systems of escalation and reporting (Microsoft Azure DevOps, ServiceNow Agile Project Management) and meet regularly with IT Web Development team to provide detailed analysis of higher-level support issues requiring technical/application development.
- Provide insights around identified ongoing user support and experience issues and collaborate with the Training & Development team to produce thoughtful, proactive, and informative online knowledge management and internal instructional material and channels to ensure thorough and thoughtful support.
- Act as a champion for innovative digital experience support technology and channels, exploring emergent support technologies including chat, chatbot, and AI-informed generative solutions.
- Research, develop, and present around options and opportunities in the experiential online space and work amongst EDGE group members to develop and integrate new touchpoint technologies.
- Work via ticketing system, email, and phone to triage issues and quickly rectify and respond, re-route based on issue type and provide background details, or research issues requiring escalation to IT-based Web Development support.
- Some travel might be required.
Requirements
- Bachelor’s degree in communications, Business/Marketing, Insurance, or related field.
- Minimum of 4 years’ experience in insurance, financial, or related industry with preference towards underwriting, claims management, and/or overall customer services.
- One year experience with ServiceNow platform strongly preferred.
- Previous experience with customer service /supporting a professional business setting involving both strong written and verbal communication.
- Experience working closely with Product Development and/or Information Technology leadership and development teams.
- Experience working and communicating with mid-level professionals and executives.
- Strong time management skills required and ability to research solutions and solve problems including a thorough understanding of how to interpret customer business needs and translate them into thoughtful support solutions.
- Highly proficient with Microsoft Teams, Office Suite and digital production platforms.
- Familiarity with Microsoft Azure DevOps is preferred.
- High level of self-motivation and multi-tasking abilities.
- Ability to work independently in a fast paced, complex environment with aggressive deadlines.
