Applied Epic Support Analyst (Remote)

PDCM Insurance Inc.; Washington (Washington County); Remote; USD 90,000 - 110,000; Full time

Job summary

Join a rapidly growing company as an Applied Epic Support Analyst. In this full-time remote role, you will assist agents with inquiries related to Applied Epic software, ensuring high-quality customer service. This position is ideal for candidates with strong communication skills and a background in technical support.

Benefits

Medical, Dental, and Vision Benefits

Flexible Spending Account (FSA)

401 (k)

Personalized PTO

Company paid Short-Term and Long-Term Disability

Qualifications

• 3 years in use or support of Applied Epic required.
• Experience in customer service preferred.
• Exposure to technology and hardware knowledge is beneficial.

Responsibilities

• Provide customer support for Applied Epic software via phone, email, and chat.
• Troubleshoot and document customer issues effectively.
• Make configuration changes based on user requests.

Skills

Customer service

Problem-solving

Communication

Technical support

Microsoft applications

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree

Tools

Salesforce

Fresh Service

Jira

Job description

About Patriot Growth Insurance Services: Founded in 2019, Patriot Growth Insurance Services (Patriot) is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2024 Inc. 5000 list of fastest-growing companies. With more than 2,100 employees operating in 170 locations and across 48 states, Patriot’s collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Position Overview: Patriot Growth Insurance Services is currently searching for anApplied Epic Support Analyst to become a part of our team. In this position, you will assist our agent partners with any questions or problems they may have regarding Applied Epic software and its extended solutions. You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email.

Work Location: This position is a full time, fully remote position.

Professional Responsibilities:

• Answer real-time customer phone, email, or chat inquiries related to questions or problems customers are encountering with our Applied software applications.
• Triage and troubleshoot problems with users 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 vendor partner.
• Make configuration changes in Applied Epic based on support requests and evolving project needs, ensuring alignment with system standards and operational goals.
• Document issues in a ticketing system, ensuring accurate records and managing tickets through to resolution while maintaining clear communication with stakeholders.

Qualifications and Requirements:

• 3 years in use or support of Applied Epic
• 1 year of customer service experience
• Strong written and verbal communication skills; strong telephone skills
• Experience working with technology and Microsoft applications
• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
• Experience in a real-time, customer support center, preferably supporting business to business services or technology of some kind
• A passion for problem solving and providing a high level of customer care
• Confidence interacting and learning about various technology applications, software, network infrastructure
• Experience with hardware and operating system(s) knowledge/exposure via work or educational pursuits
• Experience with case management systems such as Salesforce, Fresh Service, Jira etc.
• Ability to plan and organize technical projects; experience with deadlines for project completion
• Familiarity with the insurance industry
• Authorized to work in the U.S. without sponsorship now and in the future

Why Patriot Growth Insurance Services: We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company paid Employee Assistance Program
• Paid holidays
• Personalized PTO
• 401 (k)

Salary Range: $90,000 - $110,000 depending on the candidate’s experience

*A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy located on our website at www.patriotgis.com .