Technical Support Specialist

Technical Support Specialist

Location: Canada

Job Type: Full-time

About Insurance Technologies

Insurance Technologies is a leading provider of digital insurance solutions, helping insurers, brokers, and financial organizations streamline operations through innovative software and technology. We are seeking a Technical Support Specialist to deliver exceptional technical support and customer service.

About the Role

As a Technical Support Specialist, you will troubleshoot software issues, assist customers with system functionality, and work closely with Engineering, Product, and Customer Success teams to ensure a seamless user experience.

Key Responsibilities

Respond to technical support requests via phone, email, chat, and ticketing systems.

Troubleshoot software, application, login, and connectivity issues.

Support insurance platforms, policy management systems, and mobile applications.

Escalate complex issues to Engineering or Infrastructure teams.

Document incidents, resolutions, and troubleshooting steps.

Guide customers through software setup, configuration, and updates.

Monitor support tickets and meet service level agreements (SLAs).

Create technical documentation and knowledge base articles.

Qualifications

Required:

Diploma or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

1+ year of experience in technical support, IT help desk, or application support.

Knowledge of Windows, macOS, mobile operating systems, and web applications.

Experience with Zendesk, Jira, ServiceNow, Freshdesk, or similar ticketing systems.

Strong troubleshooting, analytical, and communication skills.

Preferred:

Experience supporting SaaS or cloud-based applications.

Knowledge of insurance or financial services systems.

Familiarity with SQL, REST APIs, or scripting languages.

IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications.

Why Join Insurance Technologies?

Competitive salary and comprehensive employee benefits.

Career growth and professional development opportunities.

Collaborative and innovative work environment.

Help deliver technology solutions that transform the insurance industry.