Overview:
As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients.
At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.
We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the word is exceptional - and we’ve created a place where our employees love to come to work, every single day.
Come join our team!

THIS IS AN OFFICE-BASED POSITION.

Responsibilities:

• Issue Resolution: Assess and resolve customer issues related to software applications that have been escalated from Tier 1 Support.
• Troubleshooting: Perform basic troubleshooting steps to identify the root cause of issues and provide appropriate solutions within the pre-determined timeframe of service level agreements.
• Documentation: Document and track all support interactions, solutions provided, case histories, and actionable resolution steps taken in the ticketing system, Salesforce.
• Collaboration: Work closely with all levels of Support and Professional Services to appropriately escalate tickets/complex issues when necessary.
• Customer Communication: Communicate with customers to provide updates on the status of their issues and ensure a positive support experience.
• On-Call Rotation: Required participation in shared on-call rotation schedule.

Qualifications:

• Typically requires a bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or related field (or international equivalent).

-Typically requires 0 - 2 years of experience.

• Basic foundational knowledge and skills related to the role.
• Ability to learn quickly and adapt to new software tools and environments.
• Looking for a self-learner and independent individual with strong technical aptitude and a “can-do” attitude in a fast-paced environment.
• Basic Microsoft Dynamics CRM experience preferred.
• SQL Server Skills: Ability to both troubleshoot and write complex SQL queries and/or stored procedures preferred.
• Demonstrated ability to handle Tier 2 rotations: Subs, Trans, ESB, On-Call

Benefits:
We offer a competitive compensation and benefits package, opportunities for career growth, an employee stock purchase plan, 401(k), generous time off and flexible work/life balance, company-matched retirement packages, an employee wellness program, and an awards and recognition program – all in a creative, fast-growing, and innovative company.

• Issue Resolution: Assess and resolve customer issues related to software applications that have been escalated from Tier 1 Support.
• Troubleshooting: Perform basic troubleshooting steps to identify the root cause of issues and provide appropriate solutions within the pre-determined timeframe of service level agreements.
• Documentation: Document and track all support interactions, solutions provided, case histories, and actionable resolution steps taken in the ticketing system, Salesforce.
• Collaboration: Work closely with all levels of Support and Professional Services to appropriately escalate tickets/complex issues when necessary.
• Customer Communication: Communicate with customers to provide updates on the status of their issues and ensure a positive support experience.
• On-Call Rotation: Required participation in shared on-call rotation schedule