Associate Customer Support Technician

Job Description:

Applied Systems, Inc., the worldwide leader in insurance technology, is currently searching for an Associate Customer Support Technician to become a part of our outstanding US Ratings 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

• Answer real-time customer phone, email or chat inquiries related to questions or problems customers are encountering with our software applications
• Triage and troubleshoot problems with customers to understand and document the nature of such problems
• Focus on problem resolution while providing effective, proficient customer service in a professional and courteous manner
• Communicate and escalate issues you are unable to resolve to the proper level/area of customer support when necessary

What You’ll Need to Succeed

We’re looking for someone who:

• Lives in the USA
• Can work remotely or from an Applied Systems office
• Can work hours within the 7:00 AM – 7:00 PM CST range

Your experience should include some or all of the following:

• 1 year of customer service experience
• Accurate and efficient typed, written, and verbal communication skills; including strong telephone skills
• Ability to prioritize customer needs based on provided criteria
• Able to multitask and organize your workload to successfully complete your workday
• Experience working with personal computers, 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

Additionally, you may have:

• Understanding of web applications using supported browsers; e.g. Chrome, Firefox
• An understanding of personal and/or commercial lines insurance, insurance terminology or insurance customer service experience
• Experience in a real-time, customer support center, preferably supporting business-to-business services or technology of some kind
• Hands-on experience with case management systems such as Salesforce, Freshdesk, Talkdesk, Jira etc.
• A passion for problem-solving and providing a high level of customer care
• Confidence in interacting and learning about various technology applications, software, and network infrastructure
• 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

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

Applied Systems is the leading global provider of cloud-based software that powers the business of insurance. Recognized as a pioneer in insurance automation and the innovation leader, Applied is the world’s largest agency and brokerage management systems provider, serving customers throughout the United States, Canada, the Republic of Ireland, and the United Kingdom. By automating the insurance lifecycle, Applied’s people and products enable millions of people worldwide to safeguard and protect what matters most. For 40 years, Applied Systems has led an industry we helped to create with a mission to continuously improve the business of insurance. From partnerships, acquisitions, and insurance innovation initiatives, Applied has focused on efforts to be the indispensable partner in our industry.

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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