Tier 2 Support - iPipeline

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!

About iPipeline

Founded in 1995, iPipeline operates as  a business unit of Roper Technologies (Nasdaq:  ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.  

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

We are currently looking for a Tier 2 Technical Support Specialist. The Tier 2 Technical Support Specialist will ensure customer satisfaction by providing 2nd level technical support via email for iPipeline software related inquiries. As a Tier 2 Technical Support Specialist, you will be responsible for maintaining our ticket tracking database and provide effective communications between customers and iPipeline teams.

Duties and Responsibilities:

• Support customers on complex technical issues including problems related to various iPipeline products and services through email.
• Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement.
• Assess and take ownership of problem inquiries from clients.
• Identify solutions to work around open issues / problems that are under investigation or pending resolution.
• Document, and track, case histories, issues, and actionable steps taken.
• Collaborate with all levels of Support and Professional Services to appropriately escalate tickets.
• Required to participate in on-call rotation

Requirements:

• Experience with analyzing and troubleshooting web-based applications.
• Ability to read and analyze various programming languages and identify development issues versus support issues.
• Ability to communicate well with all levels of personnel and interact with both technical and non-technical personnel and customers.
• Strong interpersonal, writing, and communication skills.
• A self-learner and independent individual with strong technical aptitude and a “can-do” attitude in a fast-paced environment.
• Ability to multi-task and handle and prioritize multiple critical issues accordingly.

Nice to Have:

• Salesforce Experience.
• Microsoft Dynamics CRM experience.
• PING Delegated Admin Experience.
• SQL Server 2005 skills; ability to both troubleshoot and write complex SQL queries and/or stored procedures.
• Strong Windows Server 2000/2003 skills.
• Experience with any version of Linux/Unix.
• Experience with C#, VB.net, .NET, HTML, ASP, PHP, Web Services, Java, JavaScript, Adobe Acrobat, MS Access.

Education:

High School Diploma or equivalency required. College Degree in related field (MIS, business) preferred.