Job Summary
This position provides support and training to users on the use of enterprise interface systems. Responsibilities include administering user access controls in accordance with company security policies and standards. Also, coordinates the installation, activation and training of interface applications and software programs. Responsible for call support inquiries involving troubleshooting software programs, navigational questions, underwriting guidelines and philosophies. Call resolution responsibilities include tracking and communicating all support issues requiring escalation in a professional and timely manner. Responsibilities also include working with the agent community using various delivery methods to train and provide support on interface systems, underwriting guidelines and document retention standards across the enterprise.

Schedule

Monday through Friday, 9:30 p.m. to 6:00 p.m. /  Fully remote within the Continental U.S. or a hybrid schedule is available at our Webster, MA Campus

Higher graded positions available commensurate with experience

Knowledge, Skills and Abilities
Education: Associates Degree or Technical or specialized knowledge or equivalent, related experience.
Experience: 1 - 3 years.
Knowledge: Solid understanding of general and technical parts of the job. Working knowledge in field, able to work independently.
Decision Making: Makes decisions within position standards, generally applying defined guidelines and procedures. However, some interpretation may be required in dealing with exceptions, such as choosing from two or more pre-defined alternative courses of action.
Supervision Received: Works under general supervision. Typically does not receive instructions on routine work. Receives general instructions on new types of work or projects.
Leadership: Works as an individual contributor. May participate in training less experienced staff.
Problem Solving /Operations/Direct Work Involvement: Applies knowledge to help solve moderately complex problems requiring independent thinking with direction.
Client Contacts: Contacts other departments and or external organizations or parties frequently. Contacts involve obtaining or providing information on matters which may be sensitive and or complex to interpret.

Additional Knowledge, Skills and Abilities
Prior experience in an agency or other property and casualty insurance experience is needed to be successful in this position.  Training background and knowledge of agency automation systems and/or workflow preferred. Successful completion of the General Insurance Program (AINS) is a plus. Candidate should demonstrate an aptitude for learning various PC related concepts as defined within the position including: software installation, operating systems, internet browsers, internet connections and MS Office products. Proven analytical, decision making and problem solving abilities. Effective interpersonal and communication skills, both written and verbal. Ability to learn new technologies and applications and apply to daily workflow. Ability to work both independently and collaboratively as a team player, as well as the ability to manage changing workloads while maintaining a sense of priorities and delivering quality service is required. The ability to develop and deliver presentations is a plus.