Technical Support Representative
Technical Support Representative
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Job Description
Job Details
Description
Integrity. Care. Trust. Compassion. Expertise.
Do these words resonate with you
These values of Builders culture create success in all we do. We strive to provide deeply supportive partnerships to our customers agents and each other.
Builders is proud to be named among the Great Places to Work. Our award-winning culture has earned top marks in Company Direction Employee Appreciation Work-Life Balance Leadership and Compensation and Benefits. Our strong culture keeps us Built Strong in a forever-changing world and our AM Best A Rating is evidence of our financial strength.
Position Summary
The Technical Support Representative serves as the primary contact for managing and resolving technology-related inquiries across all Guidewire systems supporting external agencies Underwriting and Sales teams. This role is dedicated to providing timely and thorough technical assistance ensuring swift issue resolution minimizing operational disruptions and enhancing overall efficiency. The Representative plays a key role in fostering a seamless and positive experience for Guidewire system users.
Responsibilities
- Deliver timely and effective technical support to system users by diagnosing and resolving navigation and workflow-related issues within the Guidewire platformincluding Producer Engage PolicyCenter Claims Center and Billing Centerensuring seamless user experience and operational efficiency.
- Monitor the issue resolution process by effectively coordinating with multiple resources until the issue is fully resolved. Ensure clear and timely communication of resolution updates to all relevant stakeholders.
- Communicate to leadership issues that warrant consideration from a broader strategic perspective.
- Navigate and utilize multiple components of the Guidewire system to build a comprehensive understanding of functionality.
- Apply technical expertise to collaborate with internal team members offering guidance and solutions to system-related inquiries.
- Provide post-training support by reinforcing best practices and system knowledge as new agent locations are onboarded.
- Conduct quality assurance testing on the system as capacity allows contributing to system reliability and performance.
- Uphold customer confidence by ensuring the protection of both confidential and proprietary data.
- Maintain up-to-date knowledge of industry trends technologies and regulations through ongoing professional development to ensure alignment with best practices and compliance standards.
- Perform other duties as assigned.
Qualifications
- Three or more years of experience in an information technology capacity
- Experience with the Guidewire platform including Policy Center Producer Engage and Billing Center with the capability to quickly develop in-depth knowledge through hands-on experience and structured training
- Experience with customer-facing digital portals databases and billing systems with a solid understanding of organizational structures key roles and operational workflows
- Knowledge of commercial insurance or financial services proprietary extranets
- Skill in analysis critical thinking and problem-solving
- Ability to provide high-quality professional customer service with a focus on responsiveness empathy and customer satisfaction
- Ability to assess complex situations and provide recommendations that align with business goals
- Proficient in both verbal and written communication with a commitment to maintaining confidentiality and professionalism
- Skill in time management organizational and prioritization skills with the ability to adapt to shifting priorities
- Skill in interpersonal interactions fostering effective collaboration and relationships across internal teams and external partners
- Proficient with Microsoft Office Suite and function specific software applications
Lets talk benefits!
- Competitive Salary
- Bonus Structure
- Profit Sharing
- Medical Dental Vision Insurance
- Employer Paid Short Term Disability
- Employer Paid Long Term Disability
- Employer Paid Life Insurance
- Voluntary Life Insurance
- 401K with Company Match
- PTO
About Builders
Builders is a mid-sized mutual with remarkable strengths. Rated A by AM Best Builders has forged rock-solid financial strength and a reputation for reliability and fairness in fulfilling our promises to customers. Kind collaborative and customer-centric our experienced and passionate teams foster a rewarding atmosphere of excellence trust and mutual respect meriting the Culture Excellence honors from Top Workplaces. Flexible and highly personal our experts leverage deeply supportive partnerships with knowledgeable independent agencies to drive better services and protection for policyholders.
Our financial excellence amazing people and powerful partnerships build outstanding outcomes and peace of mind for our agents and their clients. This is what we mean by Insurance Built Strong.
Builders Insurance Group is an Equal Opportunity Employer. We welcome applicants from all walks of life and dont discriminate based on any protected status. Join us in creating a diverse and inclusive workplace! If during the application process you need assistance or an accommodation due to a disability please contact
Required Experience:
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Employment Type
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