Commercial Services Specialist

3 weeks ago

Canada Avanti Software Inc. Full time

The Commonwell Mutual Insurance Group is not just another insurance company; we are a P&C Mutual company with solid grass roots within our community. We’re proud to be a leader within the P&C industry offering a Mutual experience rich with history, opportunity and exceptional customer service. We are committed to profitable growth, team development, ingenuity, build on strong connections in our remote first work environment. Our vision is to continue to build an environment that develops and attracts the very best by empowering everyone to foster a workplace where everyone can perform at their very best, be their authentic self and bring their whole self to work.
This role is responsible for the maintenance, support, and operations of the Commonwell software applications and Commonwell Infrastructure environment. This includes ensuring functionality and usability of the software applications, services and hardware devices. The Service Specialist will be the first point of contact for all services request and will be responsible for ensuring all requests are logged and triaged appropriately within the Commonwell. The Service Specialist is responsible for monitoring, diagnosing, resolving, installing and configuring Commonwell applications and infrastructure to ensure optimal performance and usability for Commonwell team members. He or she will also be accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality of the software applications. Service Specialist provides friendly, knowledgeable customer service in the areas of desktop, network and application support for all employees and contractors of the Commonwell.
Ability to create and maintain effective working relationships with all functional units of the organization.
Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary.
Provide excellent customer service support and resolve problems in a quick and efficient manner.
Research, recommend, configure, and administer software configuration changes.
Work with the various business departments to understand their needs for the software and any issues they are experiencing.
Work with software vendor to have application issues fixed, both short term and long term (root cause).
Troubleshoot errors and issues via periodic testing, help desk tickets, and other methods.
Act as a technical resource during other projects as required.
Responsible for the creation of operations and support related documentation.
Manage user accounts, creating, updating and removing access as necessary.
Manage PC setup and deployment for new employees using standard hardware, images and software.
Perform timely workstation hardware and software upgrades as required.
Install, test and configure new workstations, peripheral equipment and software.
Maintain inventory of all equipment, software and software licenses.
Prior experience in a customer service or helpdesk environment is preferred, insurance industry experience is an asset.
Post-secondary education in Computer Science or equivalent is required.
CIP designation or insurance industry experience is considered an asset.
Information Technology related designations/certifications would be considered an asset.
Sound ethics and confidentiality with good customer service skills.
Thorough analysis, judgment and problem-solving skills.
Strong customer service mindset and ability to support end users with varying levels of computer knowledge.
Strong skill in configuring and supporting software applications and hardware.
Strong ability to research, analyze and recommend improvements to the organization’s use of the software applications and hardware.
Strong skill in creating and maintaining technical documentation.
Telephony, Servers, Storage, Network, Security and Client.
Knowledge in the administration and use of industry and Commonwell standard IT Tools, Applications and Services.
Knowledge with monitoring tools and client management tools.
Remote work environment
Flexible Work arrangements
Training and Development Opportunities
Pension and savings programs

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