Application Support Specialist

$72,500 - $110,000/Yr

Palomar Holdings - Edina, MN

Full-time - Entry Level

Hybrid - Edina, MN

Insurance Carriers and Related Activities

About the position

Palomar is seeking an Application Support Specialist to provide in house support for our web based producer portal and policy issuance system as part of Palomar Specialty's Technical Operations Group. This role requires a highly responsive, productive, customer service driven professional. This position is responsible for providing technical assistance and training to the business. The Application Support role works collaboratively with IT and business units to troubleshoot and resolve execute and validate test cases based upon system requirements.

Responsibilities

• Provide support resolution via ticketing system, email, phone and other electronic medium.
• Provide level 1 and 2 support and troubleshooting for all assigned software applications.
• Take ownership of customer requests by meeting or exceeding all service level agreements, prioritizing as needed and escalating appropriately in a timely fashion.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Analyze and troubleshoot complex software issues.
• Isolate, replicate, and report production defects to the development teams.
• Interacting with Development Teams, Business SMEs and BA's as required.
• Initiative readily; Undertakes self-development increased ownership of tasks at hand; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Provide training to clients in the use of assigned software applications.
• Maintain an internal solution knowledge base.
• Creative solving of technical problems.
• Ability to focus on deadlines and deliverables.

Requirements

• Requires a BS degree in Computer Science, Information Systems, Engineering or relevant experience of 3 years.
• 3+ years of technical support, or related customer-facing role.
• Solid troubleshooting skills and analytical thinking.
• Ability to learn new software systems, policies and hosting platforms quickly.
• Experience in supporting large web-based products, troubleshooting end-user interfaces on cross-platform browsers and devices.
• Experience in finance or insurance industry a plus.
• Experience with Pega, Salesforce or other types of BPM applications a plus.
• Working knowledge of Azure or AWS platforms.
• Demonstrated ability to handle a high volume of work with a high degree of attention to detail and accuracy.
• Strong and demonstrable customer service background including interpersonal skills and the ability to relate to others.

Nice-to-haves

• Experience in finance or insurance industry a plus.
• Experience with Pega, Salesforce or other types of BPM applications a plus.

Benefits

• Full Suite of Medical Benefits
• Long Term Financial Incentives: All team members receive company equity.
• 401k with 3% automatic fully vested Employer Contribution
• Competitive PTO + Holiday Program
• Hybrid Work Environment
• Work From Home Stipend
• Professional Development Assistance
• Career Exploration Opportunities
• Regular company-wide social events (even virtually!)