Customer Support Technician, It Epic Escalation

Inclusively is partnering with a leading insurance software company to hire a Customer Support Technician, IT Epic Escalation.

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that connects candidates with disabilities, who may benefit from workplace accommodations, to inclusive employers. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD). Applicants with one or more of these conditions are encouraged to apply; Inclusively does not require applicants to disclose their specific disability.

What You’ll Do

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

What You’ll Need to Succeed

We’re looking for someone who:

• Can work remotely or from office

Your experience should include some or all of the following:

• Experience working with technology and Microsoft applications
• A passion for problem-solving and providing a high level of customer care
• Strong written and verbal communication skills; strong telephone skills
• Familiarity with the insurance industry
• 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.
• 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)
• Confidence in interacting and learning about various technology applications, software, network infrastructure
• We proudly support and encourage people with military experience, as well as military spouses, to apply

What You’ll Gain

Benefits from Day One

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

Work-Life Balance

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

Job Type: Full-time

Benefits:

• Retirement plan
• 401(k)
• Paid time off
• Dental insurance
• Vision insurance
• Parental leave
• Health insurance

Schedule:

• Monday to Friday

Work Location: Remote