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Application Support Specialist

4 months ago

Park Ridge, United States PCMI LLC Full time

**Who We Are**

PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration. We are a SaaS company that operates in a fast paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work collaboratively around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for our customers.

**What You’ll Do**

In this role, you’ll be responsible for providing front-line primary technical support to our clients on various technical issues and problems relating to our enterprise software. Responsibilities include, but are not limited to, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. You will also provide guidance, answer questions, troubleshoot, test, and document change requirements for our API’s.

**In this role, you will**:

- Provide all 1st level contact for incoming client calls or requests.
- Triage client issues documenting the issue, reproduction steps, expected results and actual results.
- Work with cross functional teams to resolve customer issues and escalate complex problems to appropriate team members.
- Effectively communicate clients’ change requests to the Project team.
- Follow up with technical team and customers to ensure technical issues are resolved.
- Clearly communicate the progress of daily/weekly/monthly/quarterly initiatives with clients and internal teams.
- Manage tickets via online tools such as JIRA, Confluence, Service Desk, etc.
- Use New Relic monitoring, HAR files and other tools to investigate reported system issue.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Perform testing and troubleshooting on issues related to REST/SOAP API’s.

**What You’ll Need to Join Our Team**

**Experience**
- Bachelor’s Degree in Computer Science or related field or equivalent work experience.
- Prior experience providing support on web-based or enterprise software is required
- Previous experience working at a software company
- Software Development Lifecycle exposure
- Familiarity with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
- SQL experience, preferred
- Prior experience using ticketing software like JIRA, Confluence, Service Desk, etc.

**Skills**
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.

**Why Work For Us**
- Competitive Compensation
- Health, Dental & Vision Insurance
- Short & Long Term Disability Insurance
- Flexible Spending Account (FSA)
- Voluntary Life Insurance
- 401k with Company Match
- Paid Time Off
- 10 Paid Holidays
- Paid Parental Leave
- Commuter Benefits
- Annual Bonus Program
- Professional Development Opportunities & Certification Bonuses
- Employee Events Office in Park Ridge, IL - Convenient location to Blue Line

**Note: It is preferred for this role to be in the Park Ridge, IL office 2 days per week.