What are the responsibilities and job description for the Technical Support Representative I position at Fortegra?
The Technical Support Representative I will handle incoming claim calls and determine coverage in accordance with contract terms. They will review repair shop diagnoses and estimates to evaluate coverage and determine if inspections are necessary. Additionally, they will provide exceptional customer service throughout the claims process.
Minimum Qualifications:
- High School Diploma or Equivalency required.
- 2 plus years of experience repairing as vehicle technician and /or service department.
- Industry certification a plus. (Factory training and ASE’s certification).
- Communicate claim decisions—approval or denial—clearly to customers, along with next steps.
- For covered repairs, obtain and review estimates to facilitate timely payment authorization.
- Verify accuracy of labor times and parts pricing within repair estimates.
- Negotiate scope of work and pricing with repair facilities when needed.
- Meet service level agreements (SLAs) for call handling and claim resolution.
Primary Job Functions:
- Investigates, evaluates, and negotiates service contract claims in accordance with contractual obligations.
- Authorizes settlements within established authority limits and refers cases exceeding personal limits to a supervisor with recommendations.
- Provides professional and courteous service to both dealership personnel and agreement holders throughout the claims process.
- Takes ownership in identifying and communicating recurring issues, claim trends, and potential concerns to leadership to support continuous improvement and informed decision-making.
- Participate in any projects, reports, documentation, tasks, or objectives assigned.
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Skills & Competencies Required:
- Mechanical aptitude
- Ability to multi-task
- Contract interpretation
- Negotiation skills
- Excellent customer service
- Strong verbal and written communication skills
- Attention to detail
- Critical thinking and problem-solving
- Time management
- Proficient in MS Office (Word, Excel, Outlook)
- Team player
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
Please be aware of job fraud(s) – all correspondence emails regarding your candidacy will come from our Fortegra.com email address. Thank you.
