Sr. Customer Support Technician

Job Description
Applied Systems, Inc., the worldwide leader in insurance technology, is currently searching for a Policy Support Technician, Epic Escalation to become a part of our outstanding Support team, which plays an essential role in keeping Applied Systems at the top of the insurance technology industry. In this position, you will assist our customers with any questions or problems they may have regarding software, hardware, or any other products purchased from our company. You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email.
What You'll Do

• Provides effective, efficient and empathetic customer service in a professional manner
• Follows department procedures including the Service Cloud best practices and escalation workflow
• Take ownership of designated product area(s); identify trends and assist in prioritization of issues for product release delivery
• Through analytical troubleshooting, testing and research, work through assigned escalated issues to provide further analysis and identify root cause before submission to Development
• Reviews all product documentation for accuracy, understanding and comprehension of functionality; provide feedback within the timeline established by Product Services for each release
• Maintains an engaged relationship with assigned pre-production clients to proactively solicit feedback on new features and verify product release acceptance
• Actively participates in the testing cycles of pre-production updates as assigned by Associate Manager, Customer Support
• Creates proactive long-term resolutions to retain customers and reduce attrition
• Actively participates in sprint reviews and training sessions to learn new functionality and changes within the product(s). Thinking exponentially, extends this knowledge to team and department colleagues via KB articles and Support-specific training sessions.

What You'll Need to Succeed
We're looking for someone who:

• Can work remotely or from an Applied Systems office

Your experience should include some or all of the following:

• Experience in a real-time, customer support center, preferably supporting business-to-business services or technology of some kind
• A passion for problem-solving and providing a high level of customer care
• Confidence in interacting and learning about various technology applications, software, network infrastructure
• Experience with hardware and operating system(s) knowledge/exposure via work or educational pursuits
• Experience with case management systems such as Salesforce, Freshdesk, Talkdesk, Jira, etc.
• Ability to plan and organize technical projects; experience with deadlines for project completion
• Familiarity with the insurance industry
• 1+ year of customer service experience
• Strong written and verbal communication skills; strong telephone skills
• Experience working with technology and Microsoft applications
• High school diploma or equivalent (Associate's or Bachelor's degree preferred)
  • We proudly support and encourage people with military experience, as well as military spouses, to apply

What You'll Gain
Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
For more than 40 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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