At MassMutual Ventures, we are fortunate to have been early and long-term partners to our portfolio of category-defining businesses that are located across the globe. Learn more about their available opportunities below.
One Inc
The Tier 1 Technical Support Agent plays a key role in delivering exceptional customer service to external clients using One Inc’s suite of digital payment products. Responsibilities include:
Facilitating communication between customers and One Inc support.
Troubleshooting technical application issues and answering product-related inquiries.
Managing cases in the CRM system, including creating, updating, and closing tickets.
Escalating complex, difficult, or complaint cases to Tier II engineers, managers, or other internal resources.
Clearly articulating technical issues and solutions to both colleagues and clients.
Investigating bugs, support issues, change requests, and feature requests, gathering business and technical details.
Contributing to the creation and maintenance of knowledge base articles.
Working in collaborative, cross-functional, and geographically distributed team environments.
Building trust and strong relationships with customers.
Environment & Requirements:
Standard office setting, primarily working on computers.
May require repetitive motions, prolonged sitting or standing, and regular use of office equipment.
Involves occasional on-call rotations (once every 4–5 weeks) for emergency after-hours support.
Education & Experience:
Bachelor’s degree in Computer Science, Information Systems, or 2+ years of technical support or software application experience.
Experience in the insurance or payments industry preferred.
Preferred Skills:
Business-to-business customer support.
SaaS product support experience.
Knowledge of insurance policy or agency management systems.
Exposure to PCI compliance and software development lifecycles.
Experience with Salesforce, JIRA, or AHA is a plus.
Desired Traits:
Growth mindset, problem-solver, self-starter.
Ethical behavior, strong drive, teamwork, adaptability.
Commitment to personal and professional development.