Remote Technical Support Agent, Tier 1

Position Title: Technical Support Agent Tier 1Department: Customer SupportReports To: Technical Support, Team LeadFLSA Status: HourlyJob Type: Full-timeLocation: US RemoteOverview: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 casesTroubleshoot technical problems and answer support questions for One Inc. productsCreate, update, and close their CRM tickets as appropriateEscalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessaryClearly articulate technical issues, solutions, and activities to colleagues and clientsInvestigate bugs, support, change, and/or features requests by gathering business and technical requirementsCreation and review of knowledge base articles for reference by other team membersWork in team environments that span functional and geographic boundariesBuild strong, trustful relationships with customersOther duties assigned as necessarySkills:Excellent attention to detail, strong investigative skills and exceptional analytical skillsSolid time-management skillsStrong interpersonal skills and the ability to adapt in a complex and changing environmentExcellent verbal and written communication skillsExcellent customer service ability that results in trust and long-standing relationships with our customersDemonstrated ability to prioritize and multi-task in a deadline driven, high pressure environmentMust be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as neededPreferred Skills:Business to business external customer supportSaaS support experienceInsurance industry experience dealing with a policy and/or agency management systemExposure to PCI compliance standards and software development lifecyclesHave 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 2+ years of technical support or equivalent software application experienceProven work experience in a similar role, – insurance or payments industry experience preferredDesired Traits:~ Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional DevelopmentPhysical 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 insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That's the strength derived from the Power of OneTM - a cohesive and seamless experience for both inbound and outbound digital insurance payments.The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a 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.