What are the responsibilities and job description for the Tier I 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.
This is an office-based position.
Responsibilities
Ensure customer satisfaction by providing Tier 1 support for hardware, software, connectivity, development and product specific problems.
- Handle Tier 1 service issues from clients. (Service requests may be received via phone, email or chat feature)
- Ticket logging and management
- Provide ongoing training to clients on new products and features
- Demonstrate products and features to new and existing clients as needed
- Onboarding new customers implementing iPipeline tools
Qualifications
Skills Requirements
- 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
- Multi-tasking – quickly switching between different tasks and activities
- Detail oriented to ensure all client set up requirements are executed accurately, and service tickets are completed in full
- Aptitude for learning new technology
- Independent thinking and problem resolution
- Proven problem-solving skills with an emphasis on quick problem resolution
- Manage difficult customer interactions
- Flexible and adaptable to ongoing product changes
Education and Experience Required:
- Bachelor’s Degree required
- Minimum one year of experience in a customer service environment utilizing phone, web, chat and email communication methods
- Knowledge of MS Office products: Word, Power Point and Excel
Desirable Knowledge and Skills
- System-to-System Integrations, and SaaS-based platform system support
- Advanced Internet browser knowledge, troubleshooting, and web technologies
- Salesforce
- Programming
- PDF Technology
- Client-Server operations and machine architectures in a Windows environment
- Identify issue trends and suggest improvements and fixes
- Microsoft Teams
