Technical Support Specialist (Hybrid or Remote)

Intact Insurance Group; Canton (MA); Hybrid; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Specialist, where you will play a crucial role in ensuring customer satisfaction by providing expert solutions for insurance applications. This position offers the flexibility of hybrid or remote work, allowing you to thrive in a supportive environment that values your contributions. You will engage with both internal and external customers, resolving complex technical issues while enhancing your knowledge of specialty insurance products. If you're passionate about delivering exceptional support and eager to grow in your career, this opportunity is perfect for you.

Benefits

Flexible Work Arrangement

Time-Off Options

Supportive Work Environment

Diversity and Inclusion Initiatives

Qualifications

• 1-3 years of experience in Commercial or Personal Lines Property/Casualty insurance.
• Bachelor's degree or equivalent work experience required.

Responsibilities

• Provide solutions to user problems on insurance applications.
• Troubleshoot and resolve system problems to ensure customer satisfaction.
• Develop and provide technical training and support for users.

Skills

Customer Service

Problem Solving

Technical Support

Communication Skills

Insurance Knowledge

Education

Bachelor's Degree in Related Fields

Equivalent Work Experience

Tools

Problem Tracking System

Insurance Applications

Job description

Technical Support Specialist (Hybrid or Remote)

Our employees are at the heart of what we do: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you are bringing this purpose to life alongside a passionate community.

Feel empowered to learn and grow while being valued for who you are. At Intact, we commit to supporting you in reaching your goals with tools, opportunities, and flexibility. It’s our promise to you.

Who we are

At Intact Insurance Specialty Solutions, we are experts at what we do in protecting what makes businesses unique. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups.

Intact’s Global Specialty Lines business spans across more than 20 verticals in four distinct markets: U.S., Canada, UK and Europe. The following opportunity is for our U.S. team.

The opportunity

We currently have an opportunity for an Insurance Application Support Specialist to join our Corporate IT team based in our Canton, MA office or remotely within the United States. Provides solutions to user problems on insurance applications and/or technical issues of a varied and increasingly complex nature, to ensure customer satisfaction and productivity by handling Tier I and Tier II calls. Resolves Tier III calls with some assistance. Independently works with all internal (employee) and external (agent) customers to provide application and technical advice, guidance and informal training; collaborating with senior level colleagues and supervisor to exercise highest level of proficiency and customer service. Insurance Application Support Specialist responsibilities include but are not limited to:

• Researches, resolves and responds to complex application and/or technical questions received via telephone calls, employee self-serve, emails, faxes, or callbacks.
• Provides systems advice, guidance and informal training to customers using insurance applications and systems, hardware, and software programs.
• Troubleshoots and resolves system problems, restores technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
• Creates and maintains up-to-date documentation of problems via the problem tracking system and records of inquiries; and communicating with users on the progress of research in resolving reported issues.
• Manages the resolution of user issues, and acts as a liaison among support departments on escalated problems to secure resolution, and positive impact on customer satisfaction and productivity.
• Acquires and maintains in-depth knowledge of Specialty insurance products, including Agency, Billing, Claims, Finance and HR systems, proprietary systems, current support policies, and methods of support delivery, in order to provide accurate insurance product solutions to users.
• Responds to and communicates client system outages within required SLA’s.
• Ensures timely distribution of knowledge and builds and maintains a robust Knowledge Base.
• Responsible for the distribution of IT communications and ensuring that customer messages are well articulated, and consistent with company and departmental communication standards.
• Develops and provides insurance systems and technical training, coaching, and acts a mentor to other support team members.
• Supports and champions various projects through defining work deliverables, monitoring work progress, communication of work status and managing interdependencies.
• Contributes to work priorities, meets deadlines and adheres to standards, policies and procedures.

The expertise you bring

• Bachelor’s degree in related fields OR equivalent work experience.
• 1-3 years of Commercial or Personal Lines Property/Casualty insurance work experience.
• Knowledge and experience in Specialty insurance and Surety Bonds a plus.

Why choose Intact

We live our Values: We are committed to acting with the highest of ethical standards through our five core values: integrity, respect, customer driven, excellence and social responsibility.

Our commitment to Diversity: Founded in our values, we see diversity as a strength and aspire to create an environment where everyone can be themselves, grow and succeed. Together, we will stand up for what’s right to build an inclusive society.

Manage your Time: What you accomplish matters more than hours in the office. We are committed to creating a positive and supportive environment in which you perform your best. Our Time-Off and Flexible Work Arrangement options help foster a healthy work-life balance.

About Intact

At Intact Insurance Specialty Solutions we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.