Application Support Specialist Jobs

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Do you want to build a fast-paced and exciting career in IT? As part of the Application Support team, our Support Specialist will drive productivity, efficiency, and reliability in a rapidly-growing, agile organization. You'll interact with both people and technology to support Trupanion's Revenue IT systems. As a hard-working multitasker, you will be responsible for the support of highly available, scalable software products and services. Join us if you would like to help loving, responsible pet owners care for their pets!

Candidates for this position have the option to work remotely from anywhere in the US, or out of our Seattle office, depending on their preference.

Key Responsibilities Include

• Support critically important internal and partner-facing applications by investigating user-reported issues, documenting clear steps to reproduce issues, and providing clear, concise case/ticket history
• Use superb communication skills to convey technical subject matter to a wide audience in an engaging and coherent manner.
• Build and maintain a knowledge base with a goal of making users more efficient and self-sufficient over time
• Collaborate with product owners to address impactful issues in future releases
• Provide exemplary customer service using audience-appropriate information through various methods, including live chat (where applicable)

Qualifications

Experience:

• 2-3+ years of experience in technical support or equivalent skills and knowledge
• Proficiency in basic Microsoft SQL usage, Postman, MS Office Tools, Sharepoint, cross-browser usage, Azure DevOps is preferred but not required
• Experience in the use of ticketing systems for support purposes, such as Microsoft Dynamics, Freshworks products, or Jira

Skills, Knowledge & Abilities

• Self-motivated, driven, passionate, and confident person who works independently with minimal direction
• Inquisitive nature, desire to increase knowledge base, and willingness to research and find solutions to complex issues
• Technical support experience to triage problems, prioritize accordingly, and propose a resolution for both customer reported issues as well as internally surfaced items
• Individual committed to improvement, who can think strategically, adapt quickly, and rapidly earn credibility and trust within all levels of the organization, including third-party vendor/partners and customers
• Passionate about solving problems while collaborating closely across teams in a fast-paced environment
• Superb communication, listening, and social skills
• Strong organizational and project management skills with experience maintaining multiple projects with contending priorities in a calm and efficient manner

Compensation

Additional Information

• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.
• Along with the base salary, Trupanion employees may be eligible for monthly bonuses.
• The salary for this position is $65,500 on a full-time schedule

Benefits And Perks

• Full medical, dental, and vision benefits at no cost to the employee
• Paid time off to volunteer at nonprofit organizations
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.
• Free medical health insurance for your pet (1 dog or cat)

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.