Warner Pacific Insurance Services

Tech Support Specialist I – CST/EST Zone

Warner Pacific Insurance Services

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Salary

💰 $23 - $31 per hour

Job Level

Mid-LevelSenior

Tech Stack

MacOS

About the role

  • Serve as the first point of contact for brokers and clients using Warner Pacific’s technology tools, troubleshooting issues and determining the best resolutions.
  • Provide exceptional customer service, ensuring that all users receive efficient and professional support.
  • Log all support requests and inquiries into the company’s Customer Relationship Management (CRM) system.
  • Work closely with IT staff to diagnose and resolve issues reported by clients.
  • Troubleshoot and resolve software and hardware incidents across various operating systems, including Windows and Mac, as well as multiple software applications.
  • Take ownership of technical issues by performing root cause analysis and implementing temporary or permanent solutions to restore service as quickly as possible.
  • Escalate complex issues to appropriate teams when necessary.
  • Maintain excellent verbal and written communication skills, effectively interacting with technical and non-technical colleagues at all levels of the organization.
  • Exhibit adaptability and flexibility, assisting in other areas of the department or company as needed.
  • Stay up to date with the latest technology and internal system processes by attending necessary training sessions.
  • Perform other duties as assigned, in alignment with the role’s level of responsibility.

Requirements

  • Minimum High School Diploma required; advanced education or a degree is preferred.
  • Previous experience in customer support and/or IT support roles.
  • Proficiency in Microsoft Windows and MacOS operating systems.
  • Experience with software applications, particularly the Microsoft 365 Suite.
  • Ability to understand and demonstrate the use of computer systems, programs, and office equipment.
  • Strong written and oral communication skills.
  • Excellent organizational skills and attention to detail.
  • Effective problem-solving and troubleshooting abilities.
  • Ability to prioritize workload and manage tasks independently.
  • Capacity to work under pressure and meet Service Level Agreements (SLAs).
  • Strong customer service skills and understanding of the best practices.
  • Ability to type 30-35 words per minute and proficiency in 10-key entry.
  • Willingness to work overtime, holidays, and weekends as required by senior management.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work hours
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingroot cause analysisMicrosoft WindowsMacOSMicrosoft 365 Suitecustomer relationship management (CRM)software applications10-key entrytyping (30-35 words per minute)
Soft skills
customer servicecommunicationorganizational skillsattention to detailproblem-solvingadaptabilityflexibilityability to prioritize workloadcapacity to work under pressure
Certifications
High School Diplomaadvanced education or degree (preferred)