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
Position Title: Technical Support Agent Tier 1
Department: Support
Reports To: Director of Technical Support
Job Type: Full-time, Hourly
FLSA Status: Exempt
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
Must have SQL experience and experience with APIs is highly desired.
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 2years 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 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 One™ - 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.