Technical Support Agent, Tier 1

Position Title:  Technical Support Agent Tier 1
Department:  Customer Support
Reports To:  Technical Support, Team Lead 
FLSA Status: Hourly
 Job Type: Full-time
Location: US Remote

Overview:

The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.).  The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line.  The agent is responsible for the case management in our CRM system as appropriate.  This individual must be detail oriented and possess a strong technical interest. 

Key Responsibilities:

• Facilitate communication between One Inc Support and customers regarding open cases
• Troubleshoot technical problems and answer support questions for One Inc. products
• Create, update, and close their CRM tickets as appropriate 
• Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessary
• Clearly articulate technical issues, solutions, and activities to colleagues and clients
• Investigate bugs, support, change, and/or features requests by gathering business and technical requirements
• Creation and review of knowledge base articles for reference by other team members
• Work in team environments that span functional and geographic boundaries
• Build strong, trustful relationships with customers
• Other duties assigned as necessary

Skills:

• Excellent attention to detail, strong investigative skills and exceptional analytical skills
• Solid time-management skills
• Strong interpersonal skills and the ability to adapt in a complex and changing environment
• Excellent verbal and written communication skills
• Excellent customer service ability that results in trust and long-standing relationships with our customers
• Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment
• Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed

Preferred Skills: 

• Business to business external customer support
• SaaS support experience
• Insurance industry experience dealing with a policy and/or agency management system
• Exposure to PCI compliance standards and software development lifecycles
• Have any/ all of the following experience using:  Salesforce, JIRA, and AHA experience a plus.

Education & Experience:

• Bachelor’s Degree in Computer Science, Information Systems, or 2+ years of technical support or equivalent software application experience
• Proven work experience in a similar role, – insurance or payments industry experience preferred

Desired Traits:

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

 
Company Profile:  One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.