Full Time map Johns Creek (USA) Posted 46 days ago

Qualification: Bachelors degree in technology, business, or a complementary discipline, preferred

Experience: Technical support and customer services experience a plus

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Job Description:

Members of our technical support team are responsible for handling calls and e-mail requests from customers seeking assistance with our Risk Management and Property & Casualty insurance web-based applications. Our technical support analysts use their software and computer knowledge combined with their Risk Management and P &C knowledge to provide timely and accurate solutions.

We look for results-oriented people who have initiative, a good attitude, strong technical and analytical skills, the ability to learn quickly, a willingness to succeed, and who truly enjoy helping people.

Duties and Responsibilities:

The Technical Support Analyst will develop a strong understanding of Ebix’s products to effectively troubleshoot issues and provide accurate solutions to our customers. Throughout the client engagement, the Technical Support Analyst will:

  • Receive, document, and resolve customer issues using the internal ticketing system.
  • Work to exceed customers’ expectations and create a positive customer perception of the Ebix organization through timely responses, follow-through, and suitable solutions.
  • Serve as the sole point of contact for application issues that cannot be resolved during the first communication (call or e-mail). This may involve escalating the issue to the appropriate department, senior technician, or manager, and continued follow up until issue is resolved.
  • Communicate regularly with senior staff, management, or other departments to minimize production disruptions and ensure proper attention to unresolved issues.
  • Monitor servers and logs daily to proactively identify errors and/or work flow interruptions. Promptly fix issues or communicate to the appropriate department for correction.
  • Design and document plans for correction for use with future errors.
  • Provide training and/or implementation assistance when required.
  • Identify potential sales and upgrade opportunities, make recommendations for solutions, and submit to our sales team.
  • Be familiar with all applications, including legacy applications, to ensure prompt support is available to all clients.
  • Perform other duties and special assignments as assigned.

Job Requirements

Time Management:

  • Handle multiple tasks simultaneously without compromising service
  • Deliver prompt and timely service
  • Escalate where appropriate to ensure timely resolution for clients

Analysis:

  • Review relevant information and probe for additional information to evaluate and develop solutions
  • Isolate and solve problems quickly and methodically
  • Identify steps and design a plan necessary to resolve issues
  • Consider the costs/benefits of various solutions to determine the most appropriate solution for the client

Communication:

  • Employ active listening skills
  • Excellent verbal and written communication skills
  • Ability to communicate with all levels of an organization
  • Articulate issues, solutions, training, etc. for full client understanding

Technical:

  • Computer literate with proficient knowledge of the Microsoft Suite of products
  • Possess a basic understanding of relational databases and SQL
  • Learn new software quickly and easily

Administrative:

  • Be an independent self-starter with a strong sense of personal responsibility for customer satisfaction
  • Enjoy working in a fast-paced environment where multi-tasking is the norm
  • Ability to work independently or as part of a team
  • Be willing to travel if necessary

Education Requirements:

Bachelor’s degree in technology, business, or a complementary discipline, preferred

Experience Recommended:

Technical support and customer services experience a plus