What are the responsibilities and job description for the Application Support Analyst/ Tier II Support Analyst position at iPipeline?
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 word 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.
Responsibilities
- Ensure customer satisfaction by providing Tier I1 (second level) support for hardware, software, connectivity, development and product specific problems related to our WealthServ platform.
- Support Customers on complex technical issues including problems related to various iPipeline products and services. (Service requests may be received via phone, email or helpdesk feature)
- 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 Customers.
- Identify solutions to work around open issues / problems that are under investigation or pending resolution.
- Document, 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.
Qualifications
- Strong customer service orientation with a “can do” attitude.
- 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.
- Follow-up skills to effectively handle and prioritize concurrent service issues.
- Organization skills to be able to handle multiple activities simultaneously.
- Detail oriented to ensure all client set up requirements are executed accurately, and service tickets are completed in full.
- Aptitude for new technology learning.
- Independent thinking and problem resolution.
- Proven problem-solving skills with an emphasis on quick problem resolution.
- Experience with analyzing and troubleshooting web-based applications.
- Ability to read and analyze various programming languages and identify development issues versus support issues.
