Tier 2 Support Specialist (Remote)

iPipeline
life insurance, 401(k)
United States
July 25, 2023
Description As a market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, protection, and financial services industry. With one of the industry's largest data sets, we help advisors and agents automate, digitally optimize, and grow their business to 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 continue 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 in the industry as a repeat winner of various excellence awards, including our selection as a 2022 Top Workplace in the U.S., and as a Best Life Insurance Software Solution award winner in the UK. We believe that the culture we've built for our nearly 900 employees around the word is exceptional -- and we've built a place where our employees love to come to work, every single day. Come join our team! We are currently looking for a Tier 2 Technical Support Specialist. The Tier 2 Technical Support Specialist will ensure customer satisfaction by providing 2nd level technical support via email for iPipeline software related inquiries. As a Tier 2 Technical Support Specialist, you will be responsible for maintaining our ticket tracking database and provide effective communications between customers and iPipeline teams. Duties and Responsibilites: Support customers on complex technical issues including problems related to various iPipeline products and services through email. Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement. Assess and take ownership of problem inquiries from clients. Identify solutions to work around open issues / problems that are under investigation or pending resolution. Document, and track, case histories, issues, and actionable steps taken. Collaborate with all levels of Support and Professional Services to appropriately escalate tickets. Required to participate in on-call rotation. Requirements: Experience with analyzing and troubleshooting web-based applications. Ability to read and analyze various programming languages and identify development issues versus support issues. Ability to communicate well with all levels of personnel and interact with both technical and non-technical personnel and customers. Strong interpersonal, writing, and communication skills. A self-learner and independent individual with strong technical aptitude and a "can-do" attitude in a fast-paced environment. Ability to multi-task and handle and prioritize multiple critical issues accordingly. Nice to Have: Salesforce Experience. Microsoft Dynamics CRM experience. PING Delegated Admin Experience. SQL Server 2005 skills; ability to both troubleshoot and write complex SQL queries and/or stored procedures. Strong Windows Server 2000/2003 skills. Experience with any version of Linux/Unix. Experience with C#, VB.net, .NET, HTML, ASP, PHP, Web Services, Java, JavaScript, Adobe Acrobat, MS Access. Education: High School Diploma or equivalency required. College Degree in related field (MIS, business) preferred. We offer a competitive compensation and benefits package, opportunities for career growth, employee stock purchase plan, 401(k), generous time off and flexible work/life balance, company-matched retirement packages, employee wellness program, and an awards and recognition program - all in a creative, fast-growing, and innovative company. About iPipeline Founded in 1995, iPipeline is a unit of Roper Technologies (NYSE: ROP), a constituent of the S&P 500 and Fortune 500 indices. As a leading provider of cloud-based software solutions for the life insurance and financial services industry, our business is to accelerate and simplify sales, compliance operations and customer support. We automate processing for every stage of the business - from pre-sales, new business and underwriting to policy administration, point-of-sale execution, post-sale support and data analytics. We offer the broadest range of integrated solutions used by a leading community of carriers/providers, distributors, financial institutions, and financial professionals to enable them to secure the financial futures of their customers and their families. 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. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)