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Support Analyst in Madison, WI at APEX Systems

Date Posted: 6/14/2019

Job Snapshot

Job Description

Job #:  980237
Apex Systems is looking for a Support Analyst for one of our clients in Madison, WI on a direct-hire basis.
As a Customer Support Analyst (Network Management Support), you will be the primary contact for any network maintenance requests that are received from our clients. This includes adding and removing shops from a network, sending shop invitations, assisting shops with completing their insurance profiles, reviewing compliance with testing requirements, maintaining client org. structures, answering product specific questions, as well as general site navigation. You will be assigned specific accounts and will work closely with the Account Managers to support new customer implementations, or any changes to client workflows.
  • Process shop additions, removals, and update requests from clients
  • Maintain follow-up with recently added repair facilities to ensure profile and testing requirements are met
  • Monitor invite progress and submit shops for review
  • Monitor denied shops and resubmit for review
  • Support new client implementations
  • Assist program sponsors with reporting requests
  • Assist users with navigation assistance and product training
  • Work with account managers to ensure all program requirements are being met 
  • Educate customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-up
  • Maintain established service level agreements to manage customer expectations and quality standards; identify opportunities for improvement
  • Assist contact center with escalating cases to Production Support team
  • Assist the Application Development group with Quality Assurance testing, as needed

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Associate's degree, or equivalent call center/contact center experience
  • Strong knowledge of all Windows operating systems (XP, Vista, 7, 8)
  • Must be proficient in Microsoft Excel
  • Must possess effective troubleshooting, problem-solving and decision-making skills
  • Ability to multi-task efficiently
  • Must have strong written and verbal communication skills
  • Must be detail oriented
  • Applies, analyzes, and evaluates information to reach favorable outcomes
  • Must demonstrate the ability to be flexible with changing priorities and requirements
  • Must have the ability to effectively collaborate and work with others
  • Must have associates degree or equivalent work experience within the insurance or collision repair industries
  • Maintains security requirements and adheres to the guidelines set forth by the securities team
  • Requires previous customer service experience
  • Must be committed to incorporating security into all decisions and daily job responsibilities

  • Understanding of Insurance industry and/or repair industry
  • Intermediate or Advanced Excel skills in the preferred section
  • Proactive, results-oriented individual who requires minimal direction
  • Experience working with account management or account support
  • Ability to identify improvements and enhancements to software applications
  • Excellent time-management and prioritization skills
  • Proven ability to perform in high pressure situations
  • High energy and personal drive
  • Effective team player
  • Experience with reporting and analytics
  • Ability to collaborate with cross-functional teams

EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.