Job Description
We currently have an opportunity for a Bilingual (French/English) Technical Support Specialist to join our IT team remotely within the United States. This position provides solutions in French and English to user problems on insurance applications and/or technical issues of a varied and increasingly complex nature to ensure customer satisfaction and productivity by handling Tier I and Tier II calls. Resolves Tier III calls with some assistance. Independently works with all internal (employee) and external (agent) customers to provide application and technical advice, guidance and informal training and collaborates with senior level colleagues and supervisor to exercise highest level of proficiency and customer service.
Responsibilities:
- Researches, resolves and responds to complex application and/or technical questions received via telephone calls, employee self-serve, emails, faxes, or callbacks in both French and English.
- Provides systems advice, guidance and informal training to customers using insurance applications and systems, hardware, and software programs.
- Troubleshoots and resolves system problems, restores technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
- Creates and maintains up-to-date documentation of problems via the problem tracking system and records of inquiries; and communicating with users on the progress of research in resolving reported issues.
- Manages the resolution of user issues, and acts as a liaison among support departments on escalated problems to secure resolution, and positive impact on customer satisfaction and productivity.
- Acquires and maintains in-depth knowledge of Specialty insurance products, including Agency, Billing, Claims, Finance and HR systems, proprietary systems, current support policies, and methods of support delivery, in order to provide accurate insurance product solutions to users.
- Acquires and maintains strong knowledge of MS365, Outlook, Internet Browsers and Windows Operating Systems, current support policies and methods of support delivery in order to provide accurate product solutions to users.
- Responds to and communicates client system outages within required SLA’s.
- Ensures timely distribution of knowledge and builds and maintains a robust Knowledge Base.
- Responsible for the distribution of IT communications and ensuring that customer messages are well articulated, and consistent with company and departmental communication standards.
- Develops and provides insurance systems and technical training, coaching, and acts a mentor to other support team members.
- Supports and champions various projects through defining work deliverables, monitoring work progress, communication of work status and managing interdependencies.
- Contributes to work priorities, meets deadlines and adheres to standards, policies and procedures.
Education and Experience:
- Bachelor’s degree in related fields OR equivalent work experience.
- 1-3 years of Commercial or Personal Lines Property/Casualty insurance and/or related IT or customer support work experience.
- Knowledge and experience in Specialty insurance a plus.
Our salary ranges are determined by many factors including location, role, experience and skillset of the candidate. The following ranges displayed reflect the target base salary for new hires but your recruiter will share more specific compensation information with you during the hiring process. The typical base salary range for this position is: $54,000 – $76,000, based on the factors aforementioned. For candidates located in San Francisco, CA; Hoboken, NJ; and the New York City metro area, the base salary range is $68,000 – $80,000. In addition to base salary, full time Intact employees are also eligible for bonus potential and a full range of benefits to include: 401(k) savings and annual contributions of up to 12% of annual salary, competitive paid time off programs, medical, vision and dental plans, mental health support programs, life and disability insurance, paid parental leave and a variety of voluntary benefits.
About Us
At Intact Insurance Specialty Solutions we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.
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