Acord Solutions Group - growing insurance technology product development firm is currently seeking a talented and driven Junior SaaS support engineer to join their team as the firm continues to grow. The successful candidate will be customer focused and have the opportunity to work with some of the large scale customers providing technical support and resolving complex issues. The candidate must be innovative, energetic and able to adapt to new processes and procedures quickly while potentially dealing with a large quantity of user requests. The candidate must also be committed, flexible and have demonstrated ability to maintain quality support and high levels of productivity.
Provides comprehensive technical support for SaaS based products used by ACORD customers.
Research, resolve, and respond to issues received via chat, calls, email, ticketing system, all in a timely manner, in accordance with defined SLA standards.
Diagnose and troubleshoots end user problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
Collaborate with cross-functional team members to enhance the product and services.
Provide technical expertise during the deployment and upgrade of the software.
Follow all standard operating procedures (SOP) through the effective us of Knowledge management.
Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
Assists with activities to triage and escalate any system or network outage to reduce downtime.
Professionally and effectively answer questions for clients that may possess different levels of technical understanding.
Log software issues, bugs or inconsistencies that are reported by clients using the internal JIRA tool.
3+ years of experience in customer facing support environment.
Experience supporting applications/products hosted on the cloud (AWS experience preferred)
Excellent hands on knowledge of scripting technologies (shell, python), JIRA Jenkins, Zendesk (service management ticketing tool)
Conceptual understanding of SQL queries (preferably on MY-SQL) and ability to debug complex queries, store procedures and functions.
Experience in working on Windows, Unix platforms
Ownership and participation in the incident and problem management processes, being accountable for resolution, root cause analysis.
Ability to promptly escalate issues at the time of resolution in order to make them visible and seek guidance when needed.
Ability to work both independently and within a team.
Display a commitment to quality and strong multi-tasking skills.
Strong experience triaging and supporting API product related issues (this should include profound in-depth understanding of API gateways and debugging skills using POSTMAN).
Associate/Bachelor's degree in Computer Science or related field .
Knowledge and understanding of technology support.
Utilize AWS services (CloudWatch, S3, ECS, etc.) to triage and retrace application logs and remedy or report bus as required of the situation.
Good experience on Java with ability to analyze and debug application codes based on need.
Excellent verbal, written, and interpersonal communication skills.
Ability to support customers operationally in the usage of APIs.
Experience in customer service and relationship management.
About ACORD Corporation
Based in New York, ACORD (Association for Cooperative Operations Research and Development) is a global, nonprofit insurance association whose mission is to facilitate the development and use of standards for the insurance, reinsurance and related financial services industries. With offices in London as well, ACORD accomplishes its mission by remaining an objective, independent advocate for sharing information among diverse platforms. ACORD Standards and services improve efficiency and expand market reach. Affiliated with ACORD are hundreds of insurance and reinsurance companies, and thousands of agents and brokers, related financial services organizations, software providers, and industry organizations worldwide.