Product Support Analyst - Remote

Overview

The Product Support Analyst at Insurity is responsible for diagnosing complex issues and delivering effective solutions for clients, primarily in the Property & Casualty Insurance space. This role involves independent work as well as collaboration with cross-functional teams to ensure timely resolution of technical challenges.

In Short

• Execute triaging of incoming tickets and identify billable work.
• Provide support and troubleshoot customer issues/requests.
• Update workflow management systems with current ticket information.
• Coordinate known data maintenance scripts.
• Escalate issues to appropriate resources.
• Contribute to the knowledge base for training.
• Assist with root-cause analysis of incidents.
• Provide self-service support for customers.
• Available for ad-hoc training for users.
• Communicate with Third Party Software Suppliers.

Requirements

• 2 to 4 years in a support, development, or consultancy environment.
• Bachelor’s degree in a related field or equivalent experience.
• Proficiency in SQL.
• Experience with web-based troubleshooting tools.
• Strong analytical and critical thinking skills.
• Active listening and empathy.
• Time management and prioritization skills.
• Ability to learn insurance workflows and SaaS products quickly.
• Flexibility to work outside normal hours.
• Proficient in Microsoft Office Suite.

Benefits

• Flexible work environment options (remote, hybrid, in-office).
• Open PTO Policy for time management.
• Comprehensive health coverage and retirement savings.
• Award-winning onboarding experience.
• Opportunities for internal career growth.
• Access to mentorship programs.
• Continuous learning opportunities.
• Discounted tuition for educational goals.
• Employee referral bonus program.