Tier I Product Support Analyst

Kavaliro; Des Moines (IA); Hybrid; USD 37,000 - 44,000; Full time

Job summary

Kavaliro is seeking a Tier I Product Support Analyst for a contract-to-hire role in Des Moines, IA. The incumbent will provide intermediate technical support for annuities eApplication products and manage tickets during 8am–8pm EST, covering 8:00am–5:00pm EST shifts. Pay ranges from $27.00 to $32.00 per hour.

The role requires strong end-user support skills, experience with Jira and Confluence, and a collaborative mindset to improve client satisfaction and knowledge resources.

Qualifications

• 2+ years of experience in technology industry.
• Direct end user software support for either custom built or SAAS platforms.
• Experience with Jira; Confluence and/or SharePoint preferred; insurance industry is a plus.

Responsibilities

• Engage actively during working hours and share workload with the Production Support team.
• Identify critical issues and collaborate with internal teams when urgent problems arise.
• Maintain or exceed the current response times and client satisfaction targets.
• Author at least one knowledge article per month and contribute to standard workflows and best practices.

Skills

End user support

Ticketing systems

Documentation

Tools

Jira

Confluence

SharePoint

Job description

Our client is seeking a Tier I Product Support Analyst for an exciting contract to hire scenario. The Tier I Product Support Analyst will be responsible for intermediate technical support and ticket resolution for annuities eApplication products. Our client offers live support for their annuities eApplication clients from 8am to 8pm EST. This position will cover the shift from 8:00am – 5:00pm EST. Pay: $27.00 - $32.00/ hr

Deliverables and Performance Measures

The PSA is part of a team. All PSA’s must be actively engaged during working hours and share an equal workload with other Production Support team members. The PSA must act with urgency! He/she must be able to identify critical issues and collaborate with internal associates across the organization if a critical issue arises. Our PSA Team must maintain or exceed the current compliance percentage for expected response times. PSA’s must work to ensure client satisfaction to maintain or exceed the current satisfactory rating. Each PSA is expected to author at least one knowledge article per month and be engaged in creating standard workflows and best practices. The PSA is expected to perform work under general supervision.

Requirements

• 2+ years of experience in technology industry
• Experience providing direct end user support for software (either custom built software or SAAS model platform)
• Experience with online ticketing system/support – experience with Jira a plus
• Experience creating user documentation – experience with Jira Confluence and/or SharePoint a plus
• Experience in insurance industry a plus

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.