Job description

About Us

Headquartered in Colorado Springs, CO, we are a team of highly motived and committed individuals with years of industry expertise developing and delivering innovative sales and regulatory automation solutions to the insurance and financial services industries. Together as a team, we strive to provide our clients best-in-class solutions that transform business processes and empower sales across all insurance, retirement, and investment products. We encourage creativity and innovation, champion teamwork and are committed to being the best.

Position Summary

A Production Support Coordinator (PSC) is a self-motivated, go-getter responsible for basic technical support for two SaaS model products. As a PSC you will be responsible for managing all processes, procedures, and client interaction for pre-defined support requests. To be a successful PSC, you must be able to learn quickly while on the job and provide concise, and timely communication to both our clients and Hexure associates.

Primary Responsibilities Include:

• The Production Support Coordinator (PSC) has three primary responsibilities:
• Management of accounts providing access to the FireLight SaaS model product
• The FireLight product has approximately 1,000 accounts that provide product access for both Hexure associates and external clients.
• The PSC is primarily responsible for assisting external clients and Hexure associates with new account setup, password resets and account issue troubleshooting via email and Jira ticketing system.
• Processes and procedures have been established to ensure security standards are met for product accounts. The PSC is responsible for managing and upholding these processes and procedures.
• Client support for the IXN SaaS model product
• The IXN product requires multifaceted support which includes but is not limited to:
• Troubleshooting and responding to tickets and live chats from end-users
• Ensuring quality of system data by establishing a proficiency of the backend system
• Making or facilitating data updates via the backend system
• Communicating with an offshore team to complete system updates and expand system knowledge, expertise, and best practices.
• Management of multi-client interconnectivity for the FireLight SaaS model product
• The FireLight product allows for life insurance and annuity distributors to complete applications for life insurance and annuity products that are owned and managed by insurance carriers.
• The PSC will manage the interaction and relationship between these two parties as it relates to the FireLight product.
• The PSC will be responsible for making updates to the FireLight product where needed to allow for distributor access to requested carrier products.
• The PSC is required to move quickly and efficiently between different Hexure products and tasks throughout the day.
• The PSC is responsible for following processes and procedures associates with his/her primary responsibilities while also identifying and implementing improvements to those processes.
• Upon mastery of primary responsibilities, the PSC will have many opportunities for system and knowledge expansion.
• In addition to Jira tickets and emails, the PSC will be expected to provide phone support for those clients who prefer to call vs. submit a request electronically. Typically, call volumes are low, but the PSC must be comfortable answering client phone calls and troubleshooting client issues in real time.
• In 2022 the Production Support Team has a large focus on anticipatory service. The team uses any time not dedicated to primary responsibilities to create internal and external documentation to support our knowledge library. PSCs are expected to participate in process improvement in the form of written documentation and knowledge articles.

Accountabilities and Performance Measures:

• A PSC must be focused and detail oriented.
• A PSC must take full ownership of his/her primary responsibilities with little oversight.
• A PSC must take ownership of the processes and documentation associated with his/her primary responsibilities.
• A PSC must be dedicated to process improvement.
• Our Production Support Team has an average 4.9 satisfactory rating from our clients. PSC’s must work to ensure client satisfaction through communication and prompt resolution of their requests to maintain or exceed the current satisfactory rating.

Professional Qualifications – Skills and Abilities Required:

• Attention to detail is essential to success in this position!
• Must be comfortable working with and supporting software.
• Strong problem-solving skills, a sense of urgency and a willingness to learn will be key to excelling in this position and advancing to new positions within Production Support and/or Hexure.
• Must have a proven ability to work in a fast-paced environment.
• Must have superior interpersonal and communication skills. The candidate must have the ability to explain technical processes in every-day terms and be able to form relationships both within the Production Support Team and throughout the organization.

Education and Experience Required:

• Bachelor's degree or comparable work experience
• Experience providing direct end user support
• Experience with online ticketing system a plus
• Experience in software industry a plus
• Experience in insurance industry a plus

Employment Benefits Package Includes:

• Competitive medical, dental, and vision insurance
• Company paid 1 x annual salary of life insurance, short-term disability, long-term disability insurance and parking
• Pre-tax savings programs: 401k with employer match and flexible spending accounts
• Flexible Paid Time Off (PTO)
• Corporate Gym

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties as requested.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee must possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Are you willing to work 11am-8pm EST (8am-5pm PST) every day?
• Do you have a bachelor's degree in a technical field?

Experience:

• Technical support: 1 year (Preferred)
• coding: 1 year (Preferred)
• technical: 1 year (Required)

Work Location: Remote

jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.