Technical Support Engineer, Tier 2

Position Title:  Technical Support Agent Tier 2

Department:  Customer Support

Reports To:  Director, Technical Support

Supervisory Responsibilities: NA

FLSA Status: Hourly

Job Type: Full-time

Location: US Remote

One Inc is a rapidly growing InsurTech digitizing inbound and outbound payments for the Insurance space. It’s an exciting time to join a private equity backed, market leader experiencing significant year over year growth. Our core values are simple yet powerful - #risetogether, #woweveryone, #thinkbigworksmall and #ownit. Learn more about joining our team at www.oneinc.com.

Overview: The Technical Support Engineer (TSE), Tier 2 is responsible for providing exceptional customer service while helping customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, etc.). The TSE, Tier 2 is responsible for case management in our CRM system as appropriate. They must be detail-oriented, possess a strong technical aptitude, and mentor Tier 1 TSEs.

Key Responsibilities:

 

• Troubleshoot technical problems and answer support questions for One Inc. products


• Create, update, and close CRM tickets as appropriate


• Handle escalated issues of varying complexity from Tier 1 agents and resolve technical issues with a moderate to high level of complexity before escalating to other internal resources


• Act as a mentor to Tier 1 agents, providing training and ensuring knowledge transfer on technical issues


• Clearly articulate technical issues, solutions, and activities to colleagues and clients


• Collaborate closely with development teams to validate fixes and patches for reported issues before releases, ensuring product stability and smooth deployment


• Provide feedback to the development team on issues pertaining to the system and assist in planning long-term solutions


• Gather business and technical requirements and translate them into technical solutions


• Act as the technical point of contact between the business and third-party carriers


• Investigate bugs, support, change, and/or feature requests by gathering business and technical requirements


• Create and review knowledge base articles for technical accuracy


• Work in team environments that span functional and geographic boundaries


• Build strong, trustful relationships with customers


• Meet or exceed performance metrics, such as case hygiene and adherence to SLAs


• Other duties assigned as necessary