Product Support Analyst

Insurity s vision is all about empowerment. Empowering insurance organizations to quickly capitalize on new opportunities by delivering the world s most configurable, cloud-native, easy-to-use, and intuitively analytical software. It s also about empowering our team members through tools, training, teamwork, and professional development opportunities.

• Hybrid Workforce : Our hybrid workforce model supports building strong connections with your team members and a great culture.
• Generous Time Off : Our leadership believes in taking the time you need when you need it.
• Day One Health Benefits + Employer-Matched Retirement Savings : You might think these are table stakes, but we know these matter to you.
• More Than Just Core Values : Our values are fundamental in how we attract, train, and retain top talent.
• Award-Winning Onboarding Program : We set you up from the get-go to make a significant impact from Day One and follow you through your entire first year.
• Real Career Growth Opportunities : We love to promote from within with over 20% of our open roles filled through internal applicants on average.
• Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.
• Internal Networking: Build relationships, network, collaborate, and stay connected with colleagues internally with our one-of-a kind online Coffee for Two program.
• Continuous Learning Opportunities : Own your development with your own LinkedIn Learning and Kaplan licenses.
• Employee Referral Bonus : Once you come onboard, give Insurity the biggest compliment you can give by referring someone to work here and earn a referral bonus.

• Gain and maintain an extensive working knowledge of Insurity s products, related technologies, and associated compliance requirements
• Provide technical guidance including analysis, reproduction, and general troubleshooting for issues received from customers, and effectively detail issues and solutions
• Analyze the customer s business needs and recommend appropriate remediation actions
• Assist with identifying expected functional behavior of the software product to aid in defect detection
• Call out issues to appropriate resources per established procedures and ensure follow up to a resolution
• Collaborate with other internal and external teams regarding the solution of basic to sophisticated technical issues
• Develop, execute, and maintain SQL (or other) database scripts to ensure customer implementations are stable or to correct issues
• Effectively document problems and solutions into a case management system
• Contribute to the knowledge base for training and knowledge transfer purposes
• Contribute continuous improvement ideas to promote issue deflection to reduce customer dependency on support
• Coordinate and manage time appropriately to give adequate time for each step in the support process
• Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.

• Bachelor s degree in related field (or equivalent work experience may be considered)
• 2 years of experience in a customer-facing product support role is preferred
• Excellent verbal and written communication skills
• Excellent analytical and logical skills
• Ability to balance multiple priorities or tasks concurrently
• Strong attention to detail with the ability to accurately present information
• Ability to collaborate and work independently to achieve results where communication is critical
• Ability to accomplish tasks with little supervision
• Familiarity and a solid understanding of MS SQL