One

Technical Support Agent, Tier 1


Pay$60000.00 - $65000.00 / year
LocationFolsom/California
Employment typeOther

This job is now closed

  • Job Description

      Req#: 54988

      Job Details

      Level: Experienced
      Job Location: Remote - Anywhere in US - Remote, CA
      Position Type: Full Time
      Education Level: High School Diploma/GED equivalent
      Salary Range: $60,000.00 - $65,000.00 Salary/year
      Travel Percentage: None
      Job Shift: Day
      Job Category: Operations

      Description

      Overview: The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.). The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line. The agent is responsible for the case management in our CRM system as appropriate. This individual must be detail oriented and possess a strong technical interest.

      Key Responsibilities:

      • Facilitate communication between One Inc Support and customers regarding open cases

      • Troubleshoot technical problems and answer support questions for One Inc. products

      • Create, update, and close their CRM tickets as appropriate

      • Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessary

      • Clearly articulate technical issues, solutions, and activities to colleagues and clients

      • Investigate bugs, support, change, and/or features requests by gathering business and technical requirements

      • Creation and review of knowledge base articles for reference by other team members

      • Work in team environments that span functional and geographic boundaries

      • Build strong, trustful relationships with customers

      • Other duties assigned as necessary

      Skills & Abilities:

      • Excellent attention to detail, strong investigative skills and exceptional analytical skills

      • Solid time-management skills

      • Strong interpersonal skills and the ability to adapt in a complex and changing environment

      • Excellent verbal and written communication skills

      • Excellent customer service ability that results in trust and long-standing relationships with our customers

      • Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment

      • Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed

      Preferred Skills:

      • Business to business external customer support

      • SaaS support experience

      • Insurance industry experience dealing with a policy and/or agency management system

      • Exposure to PCI compliance standards and software development lifecycles

      • Have any/ all of the following experience using: Salesforce, JIRA, and AHA experience a plus.

      Education & Experience:

      • Bachelor’s Degree in Computer Science, Information Systems, or at least 2 years technical support or equivalent software application experience

      • Proven work experience in a similar role, insurance or payments industry experience preferred

      Desired Traits:

      • Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

      Physical Demands:

      The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

      Environment:

      Standard indoor office setting; exposure to computer screens.

      Physical:

      Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

      Vision:

      See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

      Hearing:

      Ability to hear in the normal audio range with or without corrections.


      Company Profile:

      One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholders while reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry managing $5+ billion in payments for over 100 customers. Our talented, ambitious, and innovative team of professionals work collectively to disrupt, pioneer, add value, to solve challenges for our customers and their insureds. One Inc is a high growth company revolutionizing the industry.

      Based in Folsom, CA ranked by WalletHub as the best place in California to raise a family--One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, life insurance, stock options, commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

      One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

      Qualifications


      • Excellent attention to detail, strong investigative skills and exceptional analytical skills

      • Solid time-management skills

      • Strong interpersonal skills and the ability to adapt in a complex and changing environment

      • Excellent verbal and written communication skills

      • Excellent customer service ability that results in trust and long-standing relationships with our customers

      • Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment

      • Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed

  • About the company

      The Digital Payments Platform Built for Insurance. One Inc offers a single platform to handle insurance digital payments processing for premiums and claims payments, that is designed to integrate with modern and legacy core systems.

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