Producer Technical Support Analyst

At DUAL North America, our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture : the biggest small company in the world.

The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it.

And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.

DUAL North America, Inc. is seeking a

Producer Technical Support Analyst

About the role :

TheProducer Technical Support Analystis a pivotal role in providing exceptional technical support to our valued insurance agents and brokers who rely on our online platforms for various essential functions.

Reporting to the Technical Support Manager, you will be responsible for addressing inquiries, offering guidance, and troubleshooting issues related to our online systems.

Your role encompasses training agents and brokers, resolving system-related issues, working closely with our IT team, and ensuring effective communication regarding system updates and changes.

Your technical expertise and commitment to customer satisfaction will be instrumental in ensuring a smooth and productive experience for our agents and brokers.

Essential Functions :

• Customer Support : Provide prompt and courteous technical support to insurance agents and brokers through phone calls, emails, and other correspondence channels.
• System Training : Train insurance agents and brokers on the proper use of our online platforms, ensuring they can effectively navigate and utilize the systems for tasks such as processing payments, quoting policies, binding policies, and accessing insurance policy documents.
• Issue Resolution : Troubleshoot and diagnose technical issues and system-related problems reported by agents and brokers.

Work collaboratively with the IT team to identify, address, and resolve issues in a timely manner.

• System Familiarity : Develop an in-depth understanding of how our online platforms operate, including the underlying technology, to facilitate effective support and issue resolution.
• User Assistance : Offer guidance and step-by-step instructions to agents and brokers, helping them overcome technical challenges and use the systems optimally.
• Testing and Quality Assurance : Assist in testing new software releases and system updates to ensure they function correctly and do not introduce new issues.
• Communication : Effectively communicate system updates, changes, and important information to insurance agents and brokers, providing them with clear and concise instructions and documentation as needed.

Job Requirements (education, experience, skills) :

Strong technical aptitude and the ability to learn and understand complex software systems.

Excellent communication and interpersonal skills for providing top-tier customer support.

Problem-solving and troubleshooting skills to identify and resolve technical issues.

Patience and a customer-centric approach to assist agents and brokers effectively.

Knowledge of insurance processes and procedures, particularly as they pertain to online platforms, is advantageous.

Strong attention to detail for accurately documenting issues and resolutions.

Ability to work collaboratively with cross-functional teams, particularly with IT professionals.

Proven time management skills for handling multiple customer inquiries and issues simultaneously.

Adaptability and a willingness to learn and stay updated on system changes and enhancements.

What we offer :

A career that you define. Yes, we offer all the usual rewards and benefits - including medical, dental, vision, a wide variety of wellbeing offers, competitive salary, unlimited PTO, 401k with company match, paid volunteer days and more.

We provide an environment where new ideas are encouraged and celebrated, where people who want to have a real hand in our success thrive.

We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.

EEO Statement :

We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect.

DUAL North America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

DUAL will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.