IT Support Specialist

IT Support Specialist

Here at Trucordia, we're looking for an IT Support Specialist to join our growing team. This role focuses on supporting employees across the organization with Agency Management System questions, technical troubleshooting, and day-to-day support requests, with a particular emphasis on AMS360 and other Vertafore products.

This person will serve as a knowledgeable resource for internal users, helping resolve system issues, document support interactions, and ensure employees have a smooth experience with the tools they rely on every day. The ideal candidate combines strong technical troubleshooting skills with a customer-first mindset and experience supporting business-critical insurance technology platforms.

Duties and Responsibilities:

• Respond to and resolve user support requests in a timely, service-oriented manner through phone, email, in-person, and internal ticketing channels.
• Provide day-to-day support for AMS360 and other Vertafore products, helping users troubleshoot issues and navigate system functionality.
• Serve as a knowledgeable resource for Agency Management System questions, escalating more complex issues when needed.
• Troubleshoot software, access, workflow, and user-experience issues, partnering with internal teams to resolve them effectively.
• Maintain accurate documentation of support interactions, recurring issues, resolutions, and internal service standards.
• Support employee onboarding and system access needs related to AMS360, Vertafore products, and other business tools.
• Assist with system enhancements, testing, user acceptance testing, and process improvements as needed.
• Partner cross-functionally with business, IT, and operations teams to support internal users and improve the overall support experience.

Qualifications:

• At least 2 to 3 years of experience in a service desk, business systems support, or technical support role.
• Experience supporting Agency Management Systems, with AMS360 and Vertafore product experience strongly preferred.
• Prior experience in the insurance industry or a related business environment preferred.
• Strong customer service skills with the ability to support users with patience, professionalism, and urgency.
• Comfortable troubleshooting software issues and explaining technical information to non-technical users.
• Highly organized and detail-oriented, with the ability to manage multiple support requests and competing priorities.
• Strong written and verbal communication skills, including the ability to create clear, user-friendly documentation.
• Collaborative team player who can work effectively with business stakeholders, IT teams, and end users at all levels.

Additional Information:

• Medical, Dental, Vision
• Life and AD&D insurance
• FSA / HSA
• Commuter & Child Care FSA
• Cancer Support Benefits
• Pet Insurance
• Accident & Critical Illness
• Hospital Indemnity
• Employee Assistance Program (EAP)
• 11 Paid Holidays
• Flexible PTO
• 401K