Associate Tier 2 Support Analyst

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.

This is an office-based position.

Responsibilities

The Associate Product Technical Support Specialist will provide customer-focused, technical support for iPipeline products and services, ensuring a high level of customer satisfaction. The role will involve troubleshooting issues, diagnosing technical problems, and providing solutions related to product functionality, installation, and usage. This position requires excellent communication skills, a strong technical foundation, and a problem-solving mindset.

Key Responsibilities:

• Customer Support: Provide technical support via phone, email, or chat for customers experiencing issues with products, applications, or services.
• Troubleshooting & Problem Resolution: Diagnose and resolve basic technical issues related to software, and product functionality.
• Documentation: Log, document, and track customer inquiries and issues using support ticket systems to ensure proper follow-up and resolution.
• Product Knowledge: Maintain up-to-date knowledge of the product’s features, capabilities, and functionality to assist customers effectively.
• Collaboration: Work closely with other teams such as engineering, quality assurance, and product management to escalate and resolve more complex issues.
• Customer Education: Guide customers through self-service solutions, knowledge base articles, and product documentation to empower them to resolve common issues independently.
• Feedback Loop: Collect and report customer feedback to product teams to help improve the product and customer experience.
• Continuous Learning: Stay updated on new product releases, technical developments, and industry trends to provide the best support possible.

Qualifications

Qualifications:

• Education: Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Experience:
• 1–2 years of experience in a technical support, help desk, or customer service role.
• Experience working with troubleshooting tools, ticketing systems, or CRM platforms is a plus.
• Technical Skills:
• Basic knowledge of troubleshooting hardware/software issues.
• Familiarity with common operating systems (Windows, macOS) and web technologies (HTML, CSS, etc.).
• Ability to learn new technical concepts quickly.
• Soft Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Customer-oriented attitude with a focus on providing solutions.
• Preferred:
• Familiarity with the Insurance industry.
• Experience with troubleshooting tools or support software (e.g., Jira, Zendesk, Salesforce).

Benefits

We offer a competitive compensation and benefits package, opportunities for career growth, an employee stock purchase plan, 401(k), generous time off and flexible work/life balance, company-matched retirement packages, an employee wellness program, and an awards and recognition program – all in a creative, fast-growing, and innovative company.