Associate Customer Support Technician

Job Description
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.
Position Overview
We're searching for an Associate Customer Support Technician to join our outstanding Support team in this Remote work opportunity. In this position, you will assist our customers with any questions or problems they may have regarding software, hardware, or any other products purchased from our company. You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email. To keep us headed in the right direction, we're looking for people who understand winning is a team sport, who value and seek to learn from our team's diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.
What You'll Do

• Answer real-time customer phone, email and chat inquiries related to questions or problems customers are encountering with our software applications and products
• Accurately diagnose and troubleshoot technical issues with our insurance software and products
• Actively participate in Zoom sessions when needed with our customers regarding the troubleshooting and solutioning of their issue(s)
• Participate in monthly product and software enhancement testing
• Triage and troubleshoot technical problems with customers while helping to resolve their issues
• Focus on problem resolution while providing effective, efficient and empathetic customer service in a professional and courteous manner
• Communicate and escalate issues you are unable to resolve to the proper level/area of customer support when necessary

We're Excited to Learn More About You
Your experience may include:

• At least 3 years of experience in Customer Service or Support roles, preferably in tech or insurance
• Strong written and verbal communication skills; strong telephone skills
• Experience working with technology and Microsoft applications

You may have other skills or credentials, including:

• Experience in a real-time customer support center, preferably supporting business-to-business services or technology of some kind
• A passion for problem solving and learning various technology applications, including software, network infrastructure, hardware, and operating systems
• Experience with case management systems such as Salesforce, Freshdesk, Talkdesk, or Jira
• IT Certifications

Location

• Candidate will need to reside in North America, working arrangement will be remote

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!
When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Our targeted starting base salary in the United States for this position ranges from $42,000 - $52,000. To determine a new team member's starting pay, we consider a variety of factors, including someone's depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.
Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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