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
The Application Support Specialist is responsible for providing front-line primary Tier 1 technical support to our clients on various technical issues and problems relating to our enterprise software. Responsibilities include, but are not limited to, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. You will also provide guidance, answer questions, troubleshoot, test, and document change requirements for our API’s. In this role, you will:
- Own initial communication for all client inquiries and requests.
- As part of Tier 1 support, triage client issues by documenting the problem, reproduction steps, expected results and actual results.
- Access to all customer data and admin resources to book revenue in client systems, directing financials on behalf of clients.
- Manage customer data and execute data changes, configuration, and contract import on behalf of clients in accordance with client’s business needs.
- Take ownership of client incident escalations from the business team to resolve them quickly.
- 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.
- Respond to customer queries in a timely and accurate way, via phone, webinar, email, or chat.
- Work with cross-functional teams to resolve customer issues and escalate complex problems to appropriate team members.
- Assist clients with basic training items as it relates to the application (processing claims, adding a contract, etc.)
- Follow up with the technical team and customers to ensure technical issues are resolved.
- Clearly communicate the progress of daily/weekly/monthly/quarterly initiatives with clients and internal teams.
- Manage tickets via online tools such as JIRA, Confluence, Service Desk, etc.
- Use New Relic monitoring, HAR files and other tools to investigate reported system issue.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using APIs to interface with the PCRS system.
- Perform testing and troubleshooting on issues related to REST/SOAP APIs.
What You’ll Need to Join Our Team
Experience
- Bachelor’s Degree in Computer Science or related field or equivalent work experience.
- Prior experience providing support on web-based or enterprise software is required
- 1-2 years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support).
- Previous experience working at a software company.
- Understanding of application-to-application interfaces, such as XML and REST API.
- Software Development Lifecycle exposure
- Familiarity with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
- SQL experience, preferred.
- Prior experience using ticketing software like JIRA, Confluence, Service Desk, etc.
Why Work For Us
- Competitive Compensation from $50,000-$60,000 annually*
- 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 the first day of employment for immediate coverage.Note: It is preferred for this role to be in the Park Ridge, IL office 2 days per week.
50000.00 To 60000.00 (USD) Annually
