The role of the P&C Application Support Analyst is to assist
customers who are experiencing any procedural or operating
difficulty with the use of Property & Casualty technology
applications, products or services. Complex and/or high priority
problems are elevated to specialized support groups within Shared
Services for resolution when needed, but the Help Desk Technician
is responsible to ensure that an effective solution is provided to
the user. This is a fully remote position.
This position involves projects and/or assignments requiring
considerable decision-making authority regarding procedures, plans,
and schedules. Although there are sometimes problem-solving
guidelines for particular problems, there are no existing
procedures or instructions for those problems. The incumbent is on
their own in solving problems and determining satisfactory
solutions. Ability to work independently or in a team setting is
Essential Duties and Responsibilities:
Effectively, professionally, and respectfully represents other
Technology staff members, teams, and their services to the client
Provide support for all P&C Technology products and services.
Support may include answering questions, troubleshooting problems,
teaching or instructing customers regarding software or some
hardware functionality, and communicating policy.
Determines the most effective manner to resolve client's technical
issue. Engages in research and in-depth troubleshooting to resolve
technical issues. Consults with Tier II Support, Vendor Support or
Project Team leaders when necessary.
Records required customer and problem information in the
SalesForce.com Ticket System. Updates tickets with appropriate
journal entries of activities, and closes tickets with resolution
entered upon completion of the job.
Resolves Level 1 work orders. Elevates complex and/or high priority
problems, configuration and conversion issues to the appropriate
support groups for resolution.
Verifies that suggested solutions effectively resolve the users'
problems through verbal or email follow up.
Works on Help Desk and Shared Services related projects as assigned
Other duties and projects as assigned by manager
Knowledge, Skills, and/or Abilities:
P&C Agency Management Systems (Especially Applied Epic).
Must be able to learn and support new and fast-changing
Excellent interpersonal skills.
Good work habits under pressure.
Familiarity with a wide range of standard office automation
products is a must.
Logical Thinking and Troubleshooting Experience.
Must have a good command of the English language in order to
provide effective phone, desk-side, and email support.
Education and/or Experience:
The position requires experience with Epic, NFP's Agency
Management System, SFDC Integrations, Policy Rating Software and
general PC troubleshooting, or equivalent training and/or education
are necessary. Customer service training and/or experience are
Who We Are
We're NFP, a four-time Best Places to Work award winner in
Business Insurance for 2017, 2018, 2019, and 2020. We are also
recognized as an Elite 2018 Agency award winner named as a Top
Employee Benefits Firm. We are a leading Insurance Broker and
Consultant that provides Employee Benefits, Property & Casualty,
and Retirement and Individual Private Client solutions to help our
clients reach and realize their goals because we believe business
is personal. Our personal commitment to our team and our clients
have created long-lasting and successful relationships across our
growing 300+ nationwide offices and 17 international locations. To
learn more, please visit: https://www.nfp.com/
What We Offer
NFP is proud to offer a competitive salary, PTO & paid holidays,
401(k) with match, exclusive discount programs, health & wellness
programs, and more. Our PeopleFirst culture focuses on building and
nurturing lifelong relationships with our employees because, at the
end of the day, we exist to be there for others.
NFP and You... Better. Together.
NFP is an inclusive Equal Employment Opportunity employer.