IT Support Specialist

Duties and Responsibilities

• Respond to and resolve user support requests in a timely, service-oriented manner through phone, email, in-person, and internal ticketing channels.
• Provide day-to-day support for AMS360 and other Vertafore products, helping users troubleshoot issues and navigate system functionality.
• Serve as a knowledgeable resource for Agency Management System questions, escalating more complex issues when needed.
• Troubleshoot software, access, workflow, and user-experience issues, partnering with internal teams to resolve them effectively.
• Maintain accurate documentation of support interactions, recurring issues, resolutions, and internal service standards.
• Support employee onboarding and system access needs related to AMS360, Vertafore products, and other business tools.
• Assist with system enhancements, testing, user acceptance testing, and process improvements as needed.
• Partner cross-functionally with business, IT, and operations teams to support internal users and improve the overall support experience.

Qualifications

• At least 2 to 3 years of experience in a service desk, business systems support, or technical support role.
• Experience supporting Agency Management Systems, with AMS360 and Vertafore product experience strongly preferred.
• Prior experience in the insurance industry or a related business environment preferred.
• Strong customer service skills with the ability to support users with patience, professionalism, and urgency.
• Comfortable troubleshooting software issues and explaining technical information to non-technical users.
• Highly organized and detail-oriented, with the ability to manage multiple support requests and competing priorities.
• Strong written and verbal communication skills, including the ability to create clear, user-friendly documentation.
• Collaborative team player who can work effectively with business stakeholders, IT teams, and end users at all levels.

Additional Information

Benefits: Medical, Dental, Vision, Life and AD&D insurance, FSA / HSA, Commuter & Child Care FSAs, Cancer Support Benefits, Pet Insurance, Accident & Critical Illness, Hospital Indemnity, Employee Assistance Program (EAP), 11 Paid Holidays, Flexible PTO, 401K

Trucordia Insurance Services, LLC and its affiliates (collectively, the “Company”) is aware of scams involving false offers of employment with the Company. The false offers use fake websites, email addresses, group chats and text messages. The Company does not (a) interview prospective candidates via instant message or group chat; (b) request banking or credit card information during the interview process; or (c) require candidates to purchase products or services or process payments on its behalf as a condition of any employment offer. Trucordia is an equal opportunity employer. We believe that every employee has the right to work in an environment that is free from all forms of discrimination. It is our policy that all decisions involving any aspect of the employment relationship such as hiring, compensation and training, promotions, transfers, discipline, and termination will be based on merit, qualifications, and abilities. Such decisions will be made without regard to age, ancestry, color, race, national origin, disability, protected medical condition, genetic information, military service, veteran status, citizenship status, religion, creed, sex, gender, gender identity, sexual orientation, pregnancy, childbirth, marital status, or any other condition, characteristic or activity protected by law. Discrimination based on any of these factors is contrary to our operating philosophy.

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