Agency Support Tech Support Analyst

The Agency Support Representative will be the first point of contact to support Chubb producers, marketing and underwriting on all types of questions/problems whether it be informational or technical inquiries related to all personal lines business and applications.

Primary Job Responsibilities

• Manage workload by utilizing business and system knowledge which contributes to department’s adherence goal.

• Meet target results for responding to calls and emails to ensure timely, accurate and professional service.

• Follow established Agency Support workflows and procedures

• Assist agents/producers with navigation/technical issues in quoting systems, their agency management system and all agency portal applications

• Onboard and maintain agency administrators on the agent portal.

• Accurately record all outstanding inquiries in a database until completion.

• Escalate inquiries not resolved within the allotted time period and follow up with customer weekly until resolved.

• Utilize applications/programs such as VMware and Webex to assist our customers.

• Follow call mentoring guidelines and procedures to provide an accurate, professional experience for our customers.

• Report trends to management to alert them of any situations that may need immediate attention.

• Suggest and implement ways to enhance our customer’s experience and reduce customer effort.

Competencies/Technical Skills

• Demonstrated excellent communication, interpersonal skills.

• Customer service oriented.

• Proven troubleshooting/problem solving skills are imperative.

• Flexible, reliable, collaborative and team player.

• Ability to interact with various groups including respective business areas, marketing, underwriting, agents and Digital business team.

• Attention to detail and organizational skills are essential.

• Proven technical and process management skills.

• Ability to multitask and balance priorities to meet deadlines.

• Knowledge/experience in a support contact center.

• Knowledge/experience of IMS, Masterpiece Real-Time is a plus .

• Agent portal and understanding of other Personal Risk products is desired.

• Download knowledge is a plus.

The pay range for the role is $35,000 to $60,000 The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found on our careers website. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.