Position Summary:

This position is responsible for providing customer service–focused support to all the Windward Risk Manager entities including employees, agents, and third-party partners with whom we do business. The role involves troubleshooting insurance policy–related issues, resolving inquiries, and utilizing basic technical skills to support systems, tools, and workflows used across the organization.

 

Essential Functions:

• Monitors the Operations helpdesk and Operations Alerts queues.  Perform triage, escalate requests to the appropriate parties and perform level one helpdesk support functions (i.e., setting up new users in various applications, assist with passwords).


• Troubleshoot, diagnose, and resolve level one helpdesk issues such as creating new users, changing passwords, etc.


• Research questions using available information resources such as searching Confluence and JIRA  for prior tickets and their resolution.


• Recreates issues 80% of creatable scenarios in Duck Creek in lower environments, without assistance. Has the aptitude to learn from past experiences and recreate those scenarios in which help was previously needed.


• Escalates level 2 tickets to Business Analysts ensuring the description of the ticket clearly communicates the issue and includes recreating steps and results.


• Follows up on outstanding, escalated tickets. Ensures linked JIRAs are closed as quickly as possible. Log all help desk interactions in Comments on the JIRA. 


• Communicates with customers by seeking additional information or providing resolutions to customers, as instructed by the analyst ensuring that any comments sent to the user are appropriate for that audience.


• Follow help desk procedures.


• Identifies and alerts team of situations requiring urgent attention and/or reoccurring issues.


• Stay current with system information, changes, and updates.


• Performs ad hoc assignments as assigned.


• Provides assistance and guidance to Help Desk Technician I


• Assists QA team by testing introductory level scenarios.


• Contributes to the creation of Help Desk Confluence with relevant and accurate information that will assist Insurance Tech I.


• Pursues continuing education opportunities.