Technical Support Specialist (Hybrid or Remote)

Who we are

Our employees are at the heart of what we do: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you are bringing this purpose to life alongside a passionate community.

Feel empowered to learn and grow while being valued for who you are. At Intact, we commit to supporting you in reaching your goals with tools, opportunities, and flexibility. It’s our promise to you.

Who we are

At Intact Insurance Specialty Solutions, we are experts at what we do in protecting what makes businesses unique. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups.

Intact’s Global Specialty Lines business spans across more than 20 verticals in four distinct markets: U.S., Canada, UK and Europe. The following opportunity is for our U.S. team.

The opportunity

We currently have an opportunity for an Insurance Application Support Specialist to join our Corporate IT team based in our Canton, MA office or remotely within the United States. Provides solutions 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. Insurance Application Support Specialist responsibilities include but are not limited to:

• Researches, resolves and responds to complex application and/or technical questions received via telephone calls, employee self-serve, emails, faxes, or callbacks.
• 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 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.

The expertise you bring

• Bachelor’s degree in related fields OR equivalent work experience.
• 1-3 years of Commercial or Personal Lines Property/Casualty insurance work experience.
• Knowledge and experience in Specialty insurance and Surety Bonds a plus.

Our salary ranges are determined by many factors including location, role, experience, and skillset of the candidate. The following ranges displayed reflect the target base salary for new hires, but your recruiter will share more specific compensation information with you during the hiring process. The typical base salary range for this position is: $56,000 – $79,000, based on the factors aforementioned. For candidates located in San Francisco, CA; Hoboken, NJ; and the New York City metro area, the base salary range is $71,000 -$82,000. In addition to base salary, full time Intact employees are also eligible for bonus potential and a full range of benefits to include but not limited to:

• Comprehensive medical, dental and vision insurance with no waiting period
• Competitive paid time off programs
• 401(k) savings and annual contributions of up to 12% of annual salary
• Mental health support programs, life and disability insurance, paid parental leave and a variety of additional voluntary benefits

Why choose Intact

We live our Values: We are committed to acting with the highest of ethical standards through our five core values: integrity, respect, customer driven, excellence and social responsibility.

Our commitment to Diversity: Founded in our values, we see diversity as a strength and aspire to create an environment where everyone can be themselves, grow and succeed. Together, we will stand up for what’s right to build an inclusive society.

Manage your Time: What you accomplish matters more than hours in the office. We are committed to creating a positive and supportive environment in which you perform your best. Our Time-Off and Flexible Work Arrangement options help foster a healthy work-life balance.

Check out our Glassdoor reviews to see why people love working for Intact!

Our promise to you

Our Values are foundational to our success at Intact. You’ll make a difference every day when you live our Values, do your best work, are open to change, and invest in yourself.

In return, we promise you support, opportunities and performance-led financial rewards in a flexible work environment where you can:

• Shape the future: Help us lead an insurance transformation to better protect people, businesses and society.
• Win as a team: Collaborate with inspiring people to do your best work every day and together, stand up for what is right.
• Grow with us: Refresh and reinvent your skills, learn from our diverse teams, lift others up, and grow.

About Intact

At Intact Insurance Specialty Solutions we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.

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