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Application/Technical Support Specialist

Company: Eclaro
Location: Remote
Posted on: November 24, 2022

Job Description:

Application/Technical Support Specialist

Job Number: 22-06514


Ready for a rewarding opportunity in the Financial Services Industry? Eclaro is looking for a Application/Technical Support Specialist for our client.


Eclaro's client is a market-leading insurance company, providing property, casualty, and specialty insurance services within the United States. If you're up to the challenge, then take a chance at this rewarding opportunity!


Position Overview:

  • 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; collaborating with senior level colleagues and supervisor to exercise highest level of proficiency and customer service.


    • 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 client's 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.
    • Decision-Making Authority/Accountability Level:

      • Performs complex work under limited supervision.
      • Exercises independent judgment in accordance with specified policies and guidelines.

        Required Skills:

        • Bilingual ability to converse proficiently with customers in both French and English.
        • Strong insurance and insurance product knowledge, technical expertise, and troubleshooting skills.
        • Proficiency with insurance systems, desktop computer software, tools and technologies, including current Windows Operating System, Microsoft 365, Microsoft Outlook, and other applicable applications and programs.
        • Working knowledge of networks and remote connectivity.
        • Must be able to diagnose, analyze and resolve complex problems.
        • Outstanding customer support/service skills, as well as strong written and oral communication skills in both French and English are essential.

          Preferred Qualifications:

          • 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.

            If hired, you will enjoy the following Eclaro Benefits:

            • 401k Retirement Savings Plan administered by Merrill Lynch
            • Commuter Check Pretax Commuter Benefits
            • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro


              If interested, you may contact: -

              Heckle Tulab - - - - - - -


              Heckle Tulab - LinkedIn


              Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Keywords: Eclaro, Eugene , Application/Technical Support Specialist, IT / Software / Systems , Remote, Oregon

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