Position summary:
The Production Support Coordinator (PSC) is responsible for basic technical support for two SaaS model products and mobile apps. As a PSC you will be part of a team responsible for managing processes, troubleshooting product issues, and providing first class customer service. The three primary responsibilities of this role are:
Management of accounts providing access to the FireLight SaaS model product.
Customer support for the IXN SaaS model product and mobile app.
Management of multi-client interconnectivity for the FireLight SaaS model product.
Support is provided to customers via online ticketing, email, phone, and live chat. Issue resolution requires strong problem-solving skills and can also require cross-functional collaboration.
Production Support Coordinators must track and manage large volumes of requests to ensure timely completion of tasks and quality service to customers. Production Support Coordinators partner with and mentor an offshore team who assists with daily tasks and activities.
Expected hours of Work:
Candidate must be willing to work Monday-Friday, 9am - 6pm EST (8am-5pm CST).
About Us
Join a team where we encourage creativity and innovation, champion teamwork and are committed to being the best. In this environment we strive to provide our clients best-in-class solutions that transform business processes and empower sales across all insurance, retirement and investment products.
Hexure, started with a simple goal: transform the insurance and financial services industry through powerful end-to-end sales solutions. For more than 25 years, carriers and distributors have depended on our commitment to innovation, speed to market delivery and deep domain expertise. Our solutions have been implemented within industry-leading insurance carriers and distribution firms. And our track record of empowering client success speaks for itself.
Together as a team, we strive to provide our clients best-in-class solutions that transform business processes and empower sales across all insurance, retirement and investment products. We endeavor to cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better solutions for our clients.
Why you’ll love working here:
- Generous benefit packages - We offer our employees competitive health insurance options, including medical, dental, and vision plans, as well as long term and short-term disability insurance.
- Pre-tax savings programs including flexible spending accounts, and a 401K that is competitively matched!
- Lifestyle Spending Account. This provides an employee the flexibility to spend benefit dollars on the things that matter most to them.
- Flexible Paid Time Off (PTO). Work-life balance is a key part of our company culture here at Hexure, and we know that our employees do their best work when they can take the time they need to rest and recharge.
- Office Closures – Inclusion and Diversity are integral to enhancing our culture. In support of this, we offer 6 companywide office closures and encourage all employees to use flexible PTO to celebrate religious or cultural holidays, employee birthdays, or other state or federal holidays that bring personal meaning.
- In addition to all the standard PTO options, Hexure proudly offers a generous and progressive paid Modern Family Leave policy.
- Professional Development - Hexure supports you and your professional development with a LinkedIn learning account.
- We also have employee anniversary perks, health, and wellness programs, and much more!
- Most benefits are effective on date of hire!
Deliverables and Performance Measures:
- Take full ownership of his/her primary responsibilities with little oversight.
- Learn and master systems quickly.
- Move quickly and efficiently between tasks, supporting multiple Hexure products throughout the day.
- Follow established processes and procedures while also identifying and implementing process improvements.
- Dedicated to process improvement.
- Create and maintain documentation associated with primary responsibilities.
- Effectively leverage an offshore team to increase output.
- Work to ensure customer satisfaction through communication and prompt resolution of customer requests to maintain or exceed current satisfactory ratings.
- In 2024 the Production Support Team is focused on increasing efficiency. The team uses any time not dedicated to primary responsibilities to implement and document process improvements and contribute to our growing knowledge library.
What will make you successful:
- Experience providing direct end user support
- Experience supporting software and mobile apps
- Being focused and detail oriented
- Strong problem-solving skills
- A sense of urgency
- Willingness to learn
- Proven ability to work in a fast-paced environment juggling and prioritizing many tasks throughout the day
- Experience with online ticketing systems
- Familiarity with the life insurance industry and products
Core Competencies
- Interpersonal Skills: Now more than ever, the ability to build relationships with team members and clients is pivotal to the success of our organization. We are looking for candidates who can communicate effectively and help cultivate an agile environment of collaboration and inclusion. Provides clear instructions and direction to others.
Works cross-functionally to resolve customer issues.
Both actively listens to and effectively questions to understand another’s viewpoint.
Helps others understand situations by communicating business context.
Encourages co-operation between all members of the team.
Identifies and removes barriers to team performance.
Helps people to resolve conflict.
Identifies ways for further collaboration across teams.
Seeks team members’ input and expertise; facilitates open and interactive discussion of matters affecting the team.
Is a self-starter, but not afraid to ask for help.
- Personal Capabilities: We believe that the way people manage themselves and their relationships with others in the workplace is critical to the success of our organization. We are looking for candidates that effectively put their knowledge, values, and skills into practice. Asks questions and collect facts from multiple sources to solve problems.
Effectively identifies and analyzes problems and proposes solutions.
Effectively manages day-to-day issues and problems without intervention.
Collaborates with others to solve complex problems.
- Focus on Results: As a company that values innovation, we are looking for candidates who will help drive efforts to build commitment for individual and team objectives, as well as anticipate and respond to issues and opportunities that could affect the organization. Regularly measures and evaluates progress.
Builds trust with customers and Hexure associates.
Takes ownership of customer issues and sees the solution through to completion.
Is dedicated to customer satisfaction.
Fosters a positive team atmosphere of working hard and going above and beyond to exceed customer expectations.
Follows through on commitments to ensure goal achievement.
- Customer Advocacy: Our purpose is to empower our clients to deliver customer-centric sales experiences, accelerate speed to market, improve in-good-order sales and meet regulatory requirements. This requires a focus on our customer‘s satisfaction. We are looking for candidates who can understand the needs and concerns of our clients and address them quickly and expertly. Serves as the voice of the customer, able to clearly articulate customer impact to internal teams.
Understands customer needs and proposes solutions that meet those needs.
Uses knowledge and customer feedback to improve the team’s service.
Responds quickly to customer needs and concerns.
Where We See This Role Going:
We are committed to being a driving force in the innovation of the insurance market and that means that we help our employees stay on top of current trends and technologies, and progress within our company. This position can move into the following roles.
- Production Support Analyst Tier I
- Production Support Analyst Tier II
- Project Coordinator
Expected hours of Work:
Candidate must be willing to work Monday-Friday, 10am - 7pm EST.
This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties as requested.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee must possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Remote: Relocate before starting work (Preferred)
Work Location: Remote
