Agency Systems Support Assistant

Job Description

Job Description

Job Purpose:The Agency Systems Support Assistant provides entry-level operational and technical support for agency management systems. This position resolves routine system exceptions, maintains accurate data, completes basic system updates, and provides first-level assistance to agents, employees, and business partners. The role collaborates with the Agency Systems team and reports to the Director of Product Distribution & Agency Systems. Success requires strong organization, attention to detail, customer service, and a willingness to learn insurance technology platforms and business processes. Key Responsibilities:   Review, research, and resolve agency management system exceptions and workflow errors. Perform routine updates and maintenance within agency management systems and related software platforms. Provide first-level help desk support for agents and employees regarding system access, navigation, and basic troubleshooting. Create, update, and maintain agency, agent, client, and policy information within company systems. Assist users with password resets, user setup, and system configuration requests. Document, track, and escalate complex technical issues to appropriate team members or vendors. Create, maintain, and update procedures and documentation for supported systems and processes. Assist with testing and validation of system updates, enhancements, and workflow changes. Generate and distribute routine reports from agency management and business systems. Work with various departments to ensure data accuracy and system integrity. Provide training and support to users on agency management system functionality and best practices. Assist with data cleanup initiatives and ongoing quality control efforts. Support special projects and departmental initiatives as assigned. Adhere to all company policies, procedures, and business ethics standards. Maintain professional and technical knowledge through training opportunities and self-development. Provide exceptional customer service to internal and external stakeholders. Other duties as assigned. Knowledge, Skills and Abilities: Achieves Results. Demonstrates initiative, accountability, and the ability to complete assigned tasks with minimal supervision.Communication Skills. Possesses strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.Customer Service Orientation. Demonstrates a positive attitude and commitment to providing timely, professional, and effective support to agents and employees.Problem Solving. Able to identify issues, research solutions, and escalate concerns appropriately when necessary.Attention to Detail. Maintains a high degree of accuracy when entering, reviewing, and updating information across multiple systemsRelationship Building and Collaboration. Works effectively with team members and business partners to achieve operational goals and provide excellent service.Technical Aptitude. Comfortable learning and utilizing multiple software applications, databases, and agency management systems. Working knowledge of Microsoft Office Suite required, with emphasis on Outlook, Excel, and Word. Strong time management skills with the ability to prioritize work, manage multiple tasks, and meet deadlines. Demonstrates flexibility and willingness to learn new processes, technologies, and responsibilities. Education and Experience required: College Internship, associate degree, or experience in informational Technology is preferred or comparable industry experience. Location: In Office Position