Tier 1 Support Technician

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.

Responsibilities

The Intermediate Tier 1 Support Analyst is responsible for handling more complex customer inquiries and providing detailed troubleshooting assistance. This role involves a deeper understanding of the software applications and the ability to resolve issues that go beyond basic troubleshooting.

• Customer Interaction:
  • Provide detailed explanations and instructions to customers, ensuring they understand the resolution process.
• Advanced Issue Resolution:
  • Address and resolve more complex issues that require thorough analysis and attention to detail.
• Ticket Escalation:
  • Handle escalations from Associate-level support and determine when issues need to be escalated further.
• Knowledge Base Contribution:
  • Update and contribute to the knowledge base with new solutions and  troubleshooting techniques.
• Escalation:
  • Escalate complex issues to more experienced Tier 1 Support Analysts or other specialized teams when necessary.
• Continuous Learning:
  • Stay updated on software updates, new features, and best practices for  troubleshooting.
• Pattern Identification:
  • Help identify issue patterns and collaborate with support leaders and upstream  teams to develop a plan for resolution. 
• All other duties as assigned.

Qualifications

Knowledge, Skills, and Abilities 

• Knowledge of basic client server technologies highly desired.
• Excellent 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.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Independent thinking and proven problem-solving skills with an emphasis on quick problem resolution.
• Increased level of understanding products, administrative tools, and customer issues.

Technical Competencies 

• In-Depth Technical Knowledge:
  • Advanced understanding of Operating Systems and Browser use and technologies and their common issues, client and server operating systems, and machine architectures in a Windows environment.
• Communication Skills:
  • Respond to customer inquiries via phone, email, or chat. Document interactions using Salesforce. Strong ability to explain technical concepts clearly to customers. Possess a "can do" attitude. 
• Troubleshooting Expertise:
  • Ability to perform more detailed troubleshooting and resolve complex issues.
• Knowledge Base Utilization:
  • Participate in the development of the knowledge base articles and give feedback on the effectiveness of existing content.
• Time Management:
  • Detail oriented to ensure all client set up requirements are executed accurately, and service tickets are completed in full. 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.