Tier 1 Support Technician (11am-8pm ET)

Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the world is exceptional -- and we’ve created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq:  ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.  

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position working an 11am ET to 8pm shift to cover west coast hours.

Responsibilities

The Associate Tier 1 Support Analyst is responsible for providing basic technical support to customers, addressing their initial inquiries and troubleshooting common issues with software applications. This entry-level role focuses on delivering a positive customer experience by resolving issues quickly and efficiently.

• Initial Customer Contact:
  • Respond to customer inquiries via phone, email, or chat, providing basic technical support for software applications.
• Issue Identification: 
  • Identify and diagnose common issues by gathering information from customers and using predefined troubleshooting steps.
• Ticket Creation:
  • Document customer interactions and create support tickets for tracking and escalation (if necessary) via Salesforce.
• Knowledge Base Utilization:
  • Use the company’s knowledge base to provide accurate solutions to customer issues.
• Escalation:
  • Escalate complex issues to more experienced Tier 1 Support Analysts or other specialized teams when necessary.
• Customer Self-Assistance/Training:
  • Provide training to client base to educate them on new products and to provide routine refresher programs on their existing products. 
• All other duties as assigned.

Qualifications

Knowledge, Skills, and Abilities 

• Strong communication skills to interact with customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service.
• Aptitude to learn new software tools and systems quickly.
• Familiarity with fundamental concepts, procedures, and guidelines relating to the role. 
• Basic understanding and ability to utilize core administrative tools to troubleshoot issues.

Technical Competencies 

• Basic Technical Knowledge:
  • Knowledge of MS Office products: Word, Power Point, Excel, and Teams. Understanding of Microsoft Operating Systems, Browser use and troubleshooting.
• Customer Service Skills:
  • Respond to customer inquiries via phone, email, or chat. Document interactions using Salesforce. Strong communication skills with a focus on delivering a positive customer experience. Possess a "can do" attitude. 
• Problem-Solving:
  • Ability to follow predefined troubleshooting steps to resolve common issues.
• Knowledge Base Utilization:
  • Utilize the knowledge base for providing documented solutions to customer  issues. 
• Time Management:
  • Efficiently manage time to handle multiple customer inquiries and resolve issues quickly. Follow-through skills to effectively handle and prioritize concurrent service issues.

Benefits

We offer a competitive compensation and benefits package, opportunities for career growth, an employee stock purchase plan, 401(k), generous time off and flexible work/life balance, company-matched retirement packages, an employee wellness program, and an awards and recognition program – all in a creative, fast-growing, and innovative company.