Technical Support Specialist

Description

The Technical Support Specialist is a vital role within Partner Services, focusing on collaborating with internal departments and external users to facilitate the setup and maintenance of their system access to our biBERK Service Portal. This position is integral to ensuring seamless technical support, troubleshooting, and continuous improvement of our services. While the listed duties outline primary responsibilities, flexibility is required to adapt to evolving business needs.

Job Responsibilities

• Act as the initial point of contact for partners seeking technical assistance via phone or email

Remote Troubleshooting:

• Utilize diagnostic techniques and relevant questions to perform remote troubleshooting
• Determine the best solution based on partner-provided issue details
• Guide partners through the step-by-step problem-solving process
• Escalate unresolved issues to the next level of support personnel, ensuring seamless transition and clear communication

Product and Service Information:

• Provide accurate information on IT products or services related to the biBERK Service Portal
• Record detailed information about events, problems, and resolutions in logs for future reference
• Follow up with partners to provide status updates on ongoing technical support cases

Requirements

• Proven experience as a Technical Support Specialist or in a similar role.
• Familiarity with IIS and Azure technologies.
• Strong problem-solving and communication skills.
• Customer-focused with a proactive and positive approach.
• Ability to adapt to changing business needs and priorities.

If you are a tech-savvy individual with a passion for delivering excellent technical support and contributing to continuous improvement, we encourage you to apply for this exciting opportunity within our Partner Services team. Join us in ensuring a seamless experience for our partners using the biBERK Service Portal.

About Us

biBerk is where commercial insurance buyers can obtain coverage for their businesses from insurers of the Berkshire Hathaway group of Insurance Companies, one of the best capitalized insurance groups in the world. Our ultimate parent, Berkshire Hathaway Inc. (berkshirehathaway.com) is a holding company with diversified interests in a host of industries, including insurance, energy, transportation and manufacturing. Most policies issued through biBerk.com will be underwritten by Berkshire Hathaway Direct Insurance Company ("BHDIC"), which is an AM Best rated A++ insurer.

BHDIC is domiciled in Omaha, Nebraska. BHDIC and the team at biBerk are focused on helping small business owners quickly and easily buy affordable insurance directly from a financially strong insurance company they can trust.

BHDIC is excited to announce our comprehensive benefits package with some new and enhanced features for 2026 that include:

• Medical (PPO/HDHP), vision, disability, and life insurance.
• Enhanced dental plan with orthodontia coverage in addition to a standard plan.
• Generous PTO plan for all benefit-time eligible employees.
• Paid company holidays and 4 floating holidays.
• Paid parental leave.
• Employee Retirement Savings Plan/401(k) with company match and immediate vesting.
• Education Assistance Program that offers 100% upfront tuition reimbursement after 6 months of service for approved degree programs.
• Service Recognition Program that provides a monetary award to be used toward a vacation every 5 years of employment.
• Wellness Initiatives that include Fitness Center and Weight Watchers Reimbursement programs.
• Voluntary benefits that include accident, critical illness, and hospital indemnity.
• Employee discount and rewards program on travel, tickets, electronics, home, and more.

In accordance with pay transparency laws and regulations, the following good faith compensation range estimate is being provided. The hourly rate for this position is $20/hr. Final compensation will be based on candidate qualifications, geographic location, and other considerations permitted by law.