Support Analyst providing technical customer assistance via phone, email, and chat. Identifying issues and ensuring satisfaction while documenting interactions.
KG
Hybrid Technical Support Representative
Posted 2 months ago
About the role
- Technical Support Representative handling technology-related inquiries for Guidewire systems. Delivering effective support and ensuring a positive experience for external agencies and teams.
Responsibilities
- Deliver timely and effective technical support to system users
- Monitor the issue resolution process by coordinating with multiple resources
- Ensure clear and timely communication of resolution updates
- Communicate issues to leadership that warrant broader consideration
- Navigate and utilize multiple components of the Guidewire system
- Apply technical expertise to collaborate with internal teams
- Provide post-training support as new agent locations are onboarded
- Conduct quality assurance testing on the system
Requirements
- Three or more years of experience in an information technology capacity
- Experience with the Guidewire platform including Policy Center, Producer Engage and Billing Center
- Experience with customer-facing digital portals, databases and billing systems
- Knowledge of commercial insurance or financial services proprietary extranets
- Skill in analysis, critical thinking and problem-solving
- Ability to provide high-quality professional customer service
- Proficient in both verbal and written communication
- Skill in time management, organizational and prioritization skills
- Proficient with Microsoft Office Suite
Benefits
- Competitive Salary
- Bonus Structure
- Profit Sharing
- Medical, Dental, Vision Insurance
- Employer Paid Short Term Disability
- Employer Paid Long Term Disability
- Employer Paid Life Insurance
- Voluntary Life Insurance
- 401K with Company Match
- PTO
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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