Support Analyst
Madison, WI 
Posted 23 days ago
Job Description
Version:1.0 StartHTML:000000172 EndHTML:000025268 StartFragment:000000363 EndFragment:000025229 StartSelection:000000363 EndSelection:000025219 SourceURL:dhtmled0: We’re looking for an ambitious and talented career-minded professional who would like to make a difference utilizing their skill set, while working in a thriving agile-methodology environment. We offer competitive career opportunities, great benefits and promote a work-life balance.

 This position is based in Madison, WI
As a Customer Support Analyst (Network Management Support), you will be the primary contact for any network maintenance requests that are received from our clients. This includes adding and removing shops from a network, sending shop invitations, assisting shops with completing their insurance profiles, reviewing compliance with testing requirements, maintaining client org. structures, answering product specific questions, as well as general site navigation. You will be assigned specific accounts and will work closely with the Account Managers to support new customer implementations, or any changes to client workflows.
  • Process shop additions, removals, and update requests from clients
  • Maintain follow-up with recently added repair facilities to ensure profile and testing requirements are met
  • Monitor invite progress and submit shops for review
  • Monitor denied shops and resubmit for review
  • Support new client implementations
  • Maintain client organizational structures within
  • Assist program sponsors with reporting requests
  • Assist users with navigation assistance and product training
  • Work with account managers to ensure all program requirements are being met 
  • Educate customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-up
  • Maintain established service level agreements to manage customer expectations and quality standards; identify opportunities for improvement
  • Assist contact center with escalating cases to Production Support team
  • Assist the Application Development group with Quality Assurance testing, as needed

Hours: 10:30am-7pm

Equal Opportunity Employer/Disability/Veterans

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Associate's degree, or equivalent call center/contact center experience
  • Strong knowledge of all Windows operating systems (XP, Vista, 7, 8)
  • Must be proficient in Microsoft Excel
  • Must possess effective troubleshooting, problem-solving and decision-making skills
  • Ability to multi-task efficiently
  • Must have strong written and verbal communication skills
  • Must be detail oriented
  • Applies, analyzes, and evaluates information to reach favorable outcomes
  • Must demonstrate the ability to be flexible with changing priorities and requirements
  • Must have the ability to effectively collaborate and work with others
  • Must have associates degree or equivalent work experience within the insurance or collision repair industries
  • Maintains security requirements and adheres to the guidelines set forth by the securities team
  • Requires previous customer service experience
  • Must be committed to incorporating security into all decisions and daily job responsibilities
  • Understanding of Insurance industry and/or repair industry
  • Intermediate or Advanced Excel skills in the preferred section
  • Proactive, results-oriented individual who requires minimal direction
  • Experience working with account management or account support
  • Ability to identify improvements and enhancements to software applications
  • Excellent time-management and prioritization skills
  • Proven ability to perform in high pressure situations
  • High energy and personal drive
  • Effective team player
  • Experience with reporting and analytics
  • Ability to collaborate with cross-functional teams


Job Summary
Employment Term and Type
Regular, Full Time
Required Education
Required Experience
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