Responsibilitie(s):

• Provide first-line support for business applications, including troubleshooting and issue resolution on Eskadenia
• Respond promptly to user inquiries and escalate complex issues to the appropriate teams including the Eskadenia team via support tickets and emails
• Develop deep knowledge of specialized insurance applications used within Heirs Insurance Group
• Serve as a subject matter expert in insurance-specific functionalities and workflows
• Document and track incidents reported by users, following established processes and protocols
• Collaborate with development teams to resolve technical issues impacting claims processing and underwriting
• Conduct training sessions for end-users to ensure proper utilization of Eskadenia Insurance application
• Create and maintain user documentation, including FAQs and guides specific to insurance processes
• Assist in the deployment, installation, and configuration of insurance-related software applications
• Coordinate with development and testing teams for software updates and patches, with a focus on insurance functionality
• Coordinate with development and testing teams for software updates and patches, with a focus on insurance functionality
• Monitor and maintain data integrity within claims processing systems, ensuring accurate and reliable claims data
• Generate reports and gather data from insurance applications as requested by stakeholders
• Collaborate with underwriting teams to ensure seamless integration of insurance applications with policyholder data systems
• Implement data management strategies to support efficient policyholder information retrieval
• Interface with software vendors and third-party providers of insurance applications for issue resolution and escalations
• Coordinate with vendors for software patches, updates, and enhancements specific to insurance functionalities

Qualification/Experience Requirement(s):

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Prior experience or familiarity with insurance industry software applications and processes is highly advantageous
• Strong troubleshooting and problem-solving skills in the context of insurance operations
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users
• A minimum of 2-4 years of relevant experience in application support, preferably within the insurance sector