Technical Support Specialist

Technical Support Specialist (Tech Specialist) will report to the Chief Operating Officer and work closely with the technical team, operational team, and management. The primary focus for this position is to work with internal teams to resolve technical issues reported with any of our systems or SaaS applications, coordinate tickets with third party support when needed, document/calendar upcoming system maintenance schedules from third party partners, and work with external agents to resolve technical issues. Daily review and clearance of system issues and reconciliations between systems will also be completed. This position requires a technical aptitude to work with multiple SaaS applications, including the full Microsoft Suite, MS SharePoint, Adobe, and our internal CRM; the ability to communicate professionally with both external customers and internal staff; and the ability to investigate, research, troubleshoot, and provide recommendations to management and staff for resolution. Duties may also include reporting issues, re-testing fixes, and communication with the customer upon resolution.

The position of Technical Support Specialist will be directly responsible for the following:

• Collaborate with technical and operational teams to provide daily support to users of various computer systems including answering questions, analyzing problems, and forming solutions to technical issues.
• Utilize documented processes as a resource, along with adding documentation as needed, when issues and resolutions are identified. This may include working to re-produce issues to identify steps and report issues with any of the SaaS or web-based applications used by internal or external users.
• Monitor shared mailboxes, and slack channels to identify issues reported by internal and external customers.
• Lead contact for external tickets with IT Vendor and/or SaaS application help desk for internal user issues with software.
• Communicate with users via calls (inbound/outbound), chat, email, and/or other communication methods to assist with web-based system and login issues.
• Prioritize multiple ongoing tasks that occur daily, or at other frequencies with ad hoc technical issues reported by internal or external users.
• Manage shared mailboxes and calendars related to technical support and system integrations
• Familiarity with Google Chrome and Chrome settings (primarily password storage and clearing of Cache).
• Understanding or willingness to learn Salesforce for record updates and user management.
• Complete daily data reconciliations between Salesforce and third-party system reports
• Research errors and missing data, disposition system cases for resolution.
• Work with third party teams when needed to resolve issues, and clear items in the system.
• Identify and document process improvements for future development.
• Assist with testing of bugs and future enhancements.

Education, Skills and Experience:

• Technical Support role with excellent customer service skills, specifically supporting SaaS and web-based applications.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to patiently explain technical issues to non-technical customers.
• Understand SDLC (Waterfall and Agile), preferred.
• Proficient in Microsoft Office Suite, Adobe Pro, and Visio/LucidChart, with high aptitude for Outlook and Excel functionality.
• Attention to detail. Must demonstrate accuracy and thoroughness with high volume transactions, and multiple areas of responsibility.
• Knowledge of Jira/ Confluence, preferred.
• Familiarity with Salesforce a plus.
• Ability to multi-task, effectively prioritize and adapt quickly with minimal supervision.
• Team player, willing to help to resolve technical and business process issues.
• Insurance Industry (Commercial), preferred.
• Minimum 3 years in a technical customer service-related role (answering phones, responding to emails, escalating issues).
• 2-year college degree preferred but not required.

Benefits Offered:

• Corporate level benefits (80% paid medical, dental, vision and GAP medical) as well as
• FSA and 401K with match, and employer sponsored LTD, 1xSalary Life Insurance, and AD&D policy.
• Hybrid work environment

Company Information:

Community Association Insurance Solutions (CAIS), home of MGAlive.com, is a Commercial Insurance Wholesaler and Program Administrator specializing in helping Homeowners' Associations (HOAs), Condominiums (Condos), Townhomes and Planned Unit Developments (PUDs) by offering liability solutions for non-standard small business risks. Since we started in 1999, CAIS has focused on providing insurance solutions for Community Associations. We developed MGAlive.com because we are experienced retailers, and we understand there’s a lack of product availability to meet the needs of community associations. We make things easy! CAIS is committed to simple and easy-to-use services via our website MGALive.com, enabling online quotes, binding and issuance for all our products. CAIS caters exclusively as a Managing General Agent (MGA) to community associations, and we’ve developed the products available on MGAlive.com. With MGAlive.com agents get quick access to quotes and can have policies bound and sent within minutes.

Job Type: Full-time

Pay: $24.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Are you ok working in a hybrid work environment?

Experience:

• Technical support: 2 years (Required)

Ability to Relocate:

• El Dorado Hills, CA 95762: Relocate before starting work (Required)

Work Location: Hybrid remote in El Dorado Hills, CA 95762