Broker Support Consultant
2 weeks ago
Broker Support Consultant (IT Service Management and Support)
Location: Toronto/ remote is possible, but must reside in Canada and accommodate EST time zone work-schedule
Shifts: from 7am and from 8am (standard 40 hour per week). Extra hours may be required as needed)
Interview Process: One round for contractor roles.
Position Overview:
We are seeking two Broker Support Consultants to join our client-company team in providing exceptional support to brokers using various brokerage applications. In this role, you will be the first point of contact for brokers experiencing issues with their applications, offering solutions and troubleshooting, and ensuring they can operate efficiently within their systems. The successful candidates will possess a strong customer service orientation, technical support experience, and a background in the insurance industry.
Required Skills and Qualifications:
- Proven experience in customer service, with the ability to deal with difficult clients while maintaining professionalism.
- Strong writing skills and excellent email etiquette; ability to work in fast-paced, customer-focused environment.
- Strong familiarity with insurance information and policies (experience as an insurance agent or broker required) - mandatory
- Familiarity with broker applications and broker management systems (e.g., Epic, Power Broker, SikPro XP, CAM, etc.) - mandatory
- Experience using MS Suite (Word, Excel, PowerPoint, etc.) and ticketing systems like ServiceNow (ideally) or other Incident Management System[s]
- Exposure to Incident Management and ServiceNow or similar tools (L2 internal or 3rd party vendor support).
- Ability to proactively ask for support and collaborate across teams instead of just directing others.
- Solid time management skills, with the ability to manage multiple tasks and priorities effectively.
- Experience with broker application support and some business analysis, including light requirement gathering.
- A "thick skin" and calm demeanor when dealing with challenging customer interactions.
Nice to Have:
- Familiarity with GW (can be learned on the job).
- Experience in application development (not required but beneficial).
- Experience with business analysis or requirement gathering.
Key Responsibilities:
- Handle inbound support calls from brokers, offering timely resolution of issues with brokerage applications.
- Provide first-line technical support, including troubleshooting and guiding brokers through system usage.
- Manage broker access requests and ensure appropriate permissions are set up through the Broker Relationship Management system.
- Offer support for application issues, including capturing detailed information and requesting screenshots to aid in troubleshooting.
- Collaborate with internal teams and third-party vendors for escalated incidents (L2 support).
- Manage support tickets using Incident and ServiceNow ticketing systems.
- Assist with light business analysis tasks, including gathering requirements and documenting processes.
- Monitor and maintain the broker relationship through proactive communication and support.
- Handle broker reports and inquiries with professionalism and attention to detail.
- Contribute to SLA adherence, ensuring issues are resolved within designated time frames.
- Maintain a strong understanding of insurance policies, terms, and common broker needs to support effective troubleshooting.
- Demonstrate professional email communication skills and manage correspondence with brokers efficiently.
Team and Environment:
- Work with a Canadian-based team of 5 professionals, supporting over 24K individual brokers.
- Fully remote work environment.
- Work as part of a dynamic, supportive team dedicated to providing high-quality broker support.
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