Customer Support Technician, Epic Escalation

Applied Systems, Inc., the worldwide leader in insurance technology, is currently searching for a Customer 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

• Maintains an engaged relationship with assigned pre-production clients to proactively solicit feedback on new features and verify product release acceptance
• Reviews all product documentation for accuracy, understanding and comprehension of functionality; provide feedback within the timeline established by Product Services for each release
• Take ownership of designated product area(s); identify trends and assist in prioritization of issues for product release delivery
• 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.
• Follows department procedures including the Service Cloud best practices and escalation workflow
• Actively participates in the testing cycles of pre-production updates as assigned by Associate Manager, Customer Support
• Provides effective, efficient and empathetic customer service in a professional manner
• Through analytical troubleshooting, testing and research, work through assigned escalated issues to provide further analysis and identify root cause before submission to Development

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:

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

What You’ll Gain

Benefits from Day One

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

Work-Life Balance

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

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 35 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.