What are the responsibilities and job description for the Technical Support Specialist position at Auxiant?
Company Description Auxiant is a Third Party Administrator (TPA) specializing in self-funded employee benefit plans, with a strong focus on customization, technology-driven tools, and cost control. From administrative offices in Madison, Wisconsin and Cedar Rapids, Iowa, the company supports benefit administration for over 60,000 employees, complemented by sales offices in Cedar Rapids and Milwaukee. Auxiant is dedicated to helping employers and plan participants navigate the rising costs and complexities of health care through careful plan administration and practical support tools. Its Medical Management programs are designed to help plan sponsors achieve lower medical spend while maintaining quality care. Auxiant is an active member of the Society of Professional Benefit Administrators (SPBA) and the Society of Self Insured Administrators (SIIA).
Role Description The Technical Support Specialist is a full-time, hybrid role based in Madison, IA. This role is responsible for providing day-to-day technical and customer support to clients and internal users, including resolving software and system issues related to benefit plan administration. The specialist will respond to inquiries via phone, email, and ticketing systems, perform troubleshooting and diagnostics, and escalate complex issues when necessary. The position involves documenting solutions, maintaining accurate records, and collaborating with operations, IT, and account management teams to improve service quality and customer satisfaction. The Technical Support Specialist will also help identify recurring issues, contribute to user training materials, and support continuous improvement of Auxiant’s technological tools.
Qualifications
- Candidates should possess strong Technical Support and Troubleshooting skills, with the ability to diagnose and resolve software or system issues efficiently.
- Candidates should possess excellent Customer Support and Customer Satisfaction skills, including clear communication, empathy, and a service-oriented mindset.
- Candidates should possess solid Analytical Skills to interpret data, understand system behaviors, and identify root causes of technical problems.
- Proficiency with common business and support tools (e.g., ticketing systems, Microsoft Office), and strong written and verbal communication skills.
- Ability to work on-site in Madison, IA, manage multiple priorities, and collaborate effectively with cross-functional teams.
- Relevant education such as an associate’s or bachelor’s degree in information technology, computer science, business, or a related field, or equivalent experience in technical support.