Who We Are
PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration. We are a SaaS company that operates in a fast-paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work collaboratively around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for our customers.
What You’ll Do
As a Software Support Engineer, you will support Tier 2 - IT Service Management. The role involves advanced troubleshooting and resolution of escalated software issues. Strong technical skills and effective communication are key to success in this role.In this role, you will:
- Troubleshoot and develop technical solutions.
- Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely manner.
- As part of Tier 2 support, triage and analyze complex client issues.
- Diagnose and troubleshoot technical software related issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate any unresolved issues to appropriate internal teams (e.g. software developers).
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Document technical knowledge in the form of notes and manuals.
- Perform data fixes and configuration changes on the database level.
What You’ll Need to Join Our Team
Experience
- Bachelor's degree in Computer Science or related field or equivalent work experience.
- 2+ years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Proficient with SQL (DML commands).
- Basic knowledge of C# or other object programming languages, preferred.
- Basic knowledge of REST APIs
- Proficient with Microsoft Office Suite or related software.
- Good understanding of computer systems, mobile devices and other tech products.
Why Work For Us
- Competitive Compensation from $60,000-$65,000*
- Comprehensive Benefit Package**
- Health, Dental & Vision Insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Short- & Long-Term Disability Insurance
- Company-paid Long-Term Disability
- Company-paid Life Insurance
- Voluntary Life Insurance
- Voluntary Accident Insurance
- Employee Assistance Program
- 401k with generous Company Match
- Commuter Benefits
- Paid Time Off accrued per pay period
- 10 Paid Holidays
- Paid Parental Leave
- Annual Bonus Program
- Professional Development Opportunities
- Employee Events
- Wellness Programs
- Employee Discount Programs
- Office in Park Ridge, IL - Convenient location to Blue Line
*Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.**Eligible to enroll on the first day of employment for immediate coverage.
Note: It is required for this role to be in the Park Ridge, IL office 2 days per week.
60000.00 To 65000.00 (USD) Annually
