SECURA Insurance

  • Agency Support Specialist

    Location US-WI-Appleton
    Posted Date 7 days ago(5/18/2018 11:05 AM)
    Job ID
    2167
    Job Grade
    Grade 5
    Category
    Information Technology
  • Overview

    As an IT Agency Support Specialist you would work as a part of a dynamic team involved with providing technical support and training to internal and external customers who may include users of all types and skill levels. Responsibilities may also include new agency software setups, book rolls and as well as more advanced business application troubleshooting, testing and support.

    Responsibilities

    • Evaluate and prioritize incoming telephone, voice mail, and e-mail from agents, policy holders and internal Associates experiencing problems with SECURA proprietary software and other computer software related issues.
    • Resolve basic software related incidents related to proprietary software, system or browser configurations and refer more complex incidents to Levels 2 and 3 support.
    • Log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution
    • Complete agency book rolls
    • Complete Add, Move, Changes for Agencies (including new agency setups and cancelations within SECURA systems)
    • Conduct application training via instructional, over the phone and web conferencing
    • Create application training documentation
    • Participate in on call support rotation

     

    Qualifications

    • Strong troubleshooting skills
    • Excellent verbal, written and/or interpersonal communication skills.
    • Experience and working knowledge of various computer software applications such as Windows operating systems, Microsoft Office, Internet Explorer, or Google Chrome.
    • Familiarity with remote support.
    • Training or technical documentation.
    • Customer service, soft skills and team interaction are critical to the success of this position

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