IX Platform Support, Associate

Job Description

Job Description

About the Opportunity

The IX Platform Support Associate is the first line of support for advisors and financial professionals using the Insurance Exchange, responsible for ensuring their success on the platform. You'll respond to inquiries, troubleshoot issues related to live opportunities and workflow navigation, and work cross-functionally to ensure a seamless user experience. This is a highly visible, client-facing role that requires clear communication, strong problem-solving skills, and a customer-first mindset.

Responsibilities

• Provide first line of support to all users of the Insurance Exchange
• Monitor inbound production issues through (JIRA) ticket queue and acknowledge incidents within timeframe established by Service Level Agreements (SLAs)
• Monitor platform health to proactively identify any potential or future users
• Utilize SQL and other tools to triage and troubleshoot production issues and incidents; collaborate with product and technical teams and escalate as necessary
• Communicate issues clearly, transparently, and timely to optimize business outcomes
• Generate and distribute summary reports related to production incidents, e.g., root cause analyses, and metrics pertaining to frequency and resolution of production incidents.
• Support Insurance Carrier Technology on-boarding activities and technology deliverables.
• Support the creation of documentation and training materials on existing and new features for use with advisors and platform users.
• Participate in daily production status meetings, share information regarding negative client experience or impact, and escalate issues as appropriate.
• Train new employees and proactively share accumulated knowledge regarding production processes.
• Recommend and implement process improvements

Platform Expertise

Professional Development

Qualifications

Additional Requirements

Expected Hours of Work

The work schedule for this position will be primarily Monday - Friday during typical business hours; however, based on the operational needs of this rapidly growing company, some work outside of typical business hours may be required and / or shift work may be assigned to ensure production support during extended business hours.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required in connection with this position. This position is classified as Exempt and not eligible for overtime pay.

Benefit Offerings for Full-Time employees

DISCLAIMER

Magis is an equal opportunity employer and makes hiring decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by applicable law. We are not able to sponsor Visas of any kind at this time.