E-App System Specialist

Horace Mann is seeking a highly motivated and detail-oriented E-App Systems Specialist to support and optimize the use of our Agent E-App application and related hardware. In this role, you will play a key part in the successful adoption, operation, and support of technology solutions used by our sales force. You’ll serve as a Tier 2 support resource, providing technical assistance and guidance to our Sales Agents and ensuring smooth operation of the E-App system. This is a hybrid position - 3 days a week in office.

Key Responsibilities

• Install, configure, and support the Agent E-App application and hardware.
• Promote E-App adoption among Sales Agents and track/report usage and engagement to management.
• Develop and update training materials for E-App and other company-sponsored technology.
• Provide Tier 2 support, addressing inbound calls, emails, and other agent communications regarding E-App functionality and issues.
• Handle imaging and setup of laptops, troubleshoot hardware/software issues, and manage asset inventory.
• Offer technical training, guidance, and ongoing support to users.
• Support and train agents on any future company-sponsored technologies.
• Ensure a high level of customer service, aiming for one-call resolution.
• Log and track all support interactions and follow through to resolution.
• Work collaboratively with other departments to resolve agent or customer concerns.
• Identify and report recurring issues or trends in agent support needs.
• Provide support for the agent-facing website and related tools.
• Meet or exceed quality standards in call handling and account maintenance.
• Maintain adherence to schedules and service expectations.
• Prepare and distribute lead card information upon request.
• Assist with ad hoc projects and tasks as needed.
  
  

Qualifications

• High School Diploma or GED required, associate or bachelor's degree in information technology, Business, or related field preferred.
• 2 years of experience in technical support, helpdesk, or IT administration role.
• Familiarity with imaging and deploying laptops, software troubleshooting, and hardware support.
• Strong communication skills, both written and verbal.
• Experience developing training materials and conducting end-user training sessions.
• Proven ability to multitask and manage time effectively in a fast-paced environment.
• Customer service mindset with a focus on resolution and relationship building.
• Proficiency in Microsoft Office Suite and basic knowledge of CRM/ticketing systems.
  
  

Preferred Qualifications

• Previous experience supporting sales agents or a field-based workforce.
• Familiarity with E-App or similar digital sales enablement platforms.
• Experience with asset management tools and practices.
  
  

Pay Range

• $22.31 - $32.91/hr.
  
  

Salary is commensurate to experience, location, etc.

#VIZI

Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.

We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

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