IX Platform Support, Associate

About The Opportunity

The IX Platform Support Associate is the first line of support for advisors and financial professionals using the Insurance Exchange, responsible for ensuring their success on the platform. You'll respond to inquiries, troubleshoot issues related to live opportunities and workflow navigation, and work cross-functionally to ensure a seamless user experience. This is a highly visible, client-facing role that requires clear communication, strong problem-solving skills, and a customer-first mindset.

Responsibilities

• Provide first line of support to all users of the Insurance Exchange
• Monitor inbound production issues through (JIRA) ticket queue and acknowledge incidents within timeframe established by Service Level Agreements (SLAs)
• Monitor platform health to proactively identify any potential or future users
• Utilize SQL and other tools to triage and troubleshoot production issues and incidents; collaborate with product and technical teams and escalate as necessary
• Communicate issues clearly, transparently, and timely to optimize business outcomes
• Generate and distribute summary reports related to production incidents, e.g., root cause analyses, and metrics pertaining to frequency and resolution of production incidents.
• Support Insurance Carrier Technology on-boarding activities and technology deliverables.
• Support the creation of documentation and training materials on existing and new features for use with advisors and platform users.
• Participate in daily production status meetings, share information regarding negative client experience or impact, and escalate issues as appropriate.
• Train new employees and proactively share accumulated knowledge regarding production processes.
• Recommend and implement process improvements
  
  

Platform Expertise

• Develop and maintain a basic understanding of insurance annuity products
• Master the use of internal technology tools, e.g., JIRA, to effectively manage issues, workstreams, and communications and to be effective in the Associate role
• Build subject matter expertise regarding insurance industry data structures and technologies, e.g., Product Profile for Annuity (PPFA)
• Support the implementation of standardized procedures for onboarding, deployment, excellence verification, and remediation activities
• Execute functional and non-functional regression, integration and user acceptance testing methodologies and apply during software releases, product additions, firm implementations, etc. to ensure the production instance of Insurance Exchange is working as expected
  
  

Professional Development

• Foster a client-centric culture and deliver positive client experiences
• Foster collaborative, inclusive, collegial working environment
• Develop leadership and presentation skills
  
  

Qualifications

• Bachelor's degree in Business, computer science, or STEM field or equivalent experience
• Proven experience (1-3 years) in related field
• General understanding of financial advisor role
• General understanding of software development lifecycle
• Proficiency in SQL
• Broad understanding of annuity insurance products
• End to end software testing experience
• Excellent analytical, problem solving and critical thinking skills
• Strong organization, time management, and prioritization skills
• Self-motivated and able to manage multiple priorities simultaneously
• Exceptional active listening, written, and verbal communications skills with ability to make clear recommendations, advise and influence
• Enthusiasm for identifying business improvements
• Intellectual curiosity and desire to learn and apply knowledge - take instruction from others
• Ability to excel in a rapidly changing, fast-paced environment, often with tight deadlines; skills to prioritize project work, ad-hoc requests, and daily tasks and ensure timely and accurate delivery
  
  

Additional Requirements

• This role may require after hours and weekend hours on occasion, linked to production events and project deadlines.
• Candidate must be dependable, adaptable and demonstrate initiative.
• Proficiency in MS Office suite including MS Excel and Word, or similar tools
• Candidate must be self-assured and remain composed in critical deadline situations.
  
  

Expected Hours of Work

The work schedule for this position will be primarily Monday - Friday during typical business hours; however, based on the operational needs of this rapidly growing company, some work outside of typical business hours may be required and/or shift work may be assigned to ensure production support during extended business hours.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required in connection with this position. This position is classified as Exempt and not eligible for overtime pay.

Benefit Offerings for Full-Time employees

• Medical
• Dental
• Vision
• Life Insurance
• Parental Leave
• Short-term disability
• 401k Match
• Vacation, Sick & Holiday paid time off
• Employee Assistance Program
• Pet care discounts
  
  

DISCLAIMER

Magis is an equal opportunity employer and makes hiring decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by applicable law. We are not able to sponsor Visas of any kind at this time.