Technical Support Agent, Tier 1

About the role

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 position is part case and expectation management and part investigating and troubleshooting issues that range from simple to very complex. The software application is custom although it rides atop a SQL database. 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.

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 where urgency is the key to Client happiness
• Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed
• Understanding of SQL-based database structure and queries
• Familiarity with API calls and reading log files
• Intellectual curiosity to solve complex problems using critical thinking
• Business to business external customer support (preferred)
• SaaS support experience (preferred)
• Insurance industry experience dealing with a policy and/or agency management system (preferred)
• Exposure to PCI compliance standards and software development lifecycles (preferred)
• Experience with Salesforce, JIRA, and/or AHA (preferred)

Requirements

• 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

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Commitment to a solid work/life balance
• Policy of promoting from within whenever possible

Schedule

• On-call rotation for emergency after-hours support (approximately once every 4‑5 weeks)
• May require work outside standard business hours, including evenings and weekends, to support business needs

Pay

Competitive salary