P&C Insurance Application Support Analyst - Jobs in Ancaster, ON

Job Description

The Role at NFPIn this role at NFP, you will be supporting help NFP employees who are experiencing difficulties in using Property & Casualty technology applications, especially Applied EPIC. This is a work-from-home role where you’ll join a fun, experienced, and motivated team of customer service & help desk professionals that are sprinkled remotely between Canada and the US.The ideal Application Support Analyst candidate is an expert problems solver with a strong background in customer service and insurance. Your experience combined with your drive to deliver excellent customer satisfaction and first call/contact resolution will allow you to make an impact at NFP.What You’ll DoProvide support for Applied EPIC and other P&C Technology products and services as required. This includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or some hardware functionality, and communicating the appropriate procedures where necessary.Make a record of all client info and problem information in the SalesForce Ticket System. Continue to monitor issues and update tickets with appropriate journal entries of activities, closing tickets with resolution entered upon completion of the job.Resolve Level 1 work orders verifying that suggested solutions effectively resolve the user’s problems through verbal or email follow-up. Escalate complex and/or high-priority problems, configuration, and conversion issues to the appropriate support groups for resolution.What You BringTypically, 2+ years in a customer service or help desk role preferably in the insurance industryKnowledge of Applied EPIC or similar agency management system is strongly preferredAbility to learn and support new and fast-changing technologiesStrong interpersonal skills with good work habits under pressureFamiliarity with a wide range of standard office automation products is a mustAnalytical & logical mindset with some troubleshooting experienceDetail-oriented with excellent time management skillsAbility to work autonomously in a remote environment with little supervisionMust have a good command of the English language in order to provide effective phone, desk-side, and email support. Bilingualism in French/Quebecois is a plusWho We AreWe’re NFP, a 4x Best Places to Work award winner in Insurance, a 5-Star Brokerage award winner from Insurance Business Canada Magazine, and a recognized Elite Agency award winner. We enable client success through the expertise of over 800 employees based in Canada, more than 6,000 employees globally, investments in innovative technologies, and enduring relationships with highly rated insurers, vendors, and financial institutions. NFP is the 5th largest benefits broker by global revenue (Business Insurance), 10th largest property and casualty agency (Insurance Journal), and 12th largest global insurance broker (Best’s Review).Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations. To learn more, please visit https://NFP.ca.What We OfferA competitive wage including Group health and dental benefits from day one, flexible leave days, RRSP matching, and continuing education assistance/reimbursementA Focus on Health & Wellness with an excellent EAP programOpportunities to grow as a professional and advance careerMotivating work atmosphereA global team of subject matter experts focused on growth, industry innovation, and teamworkNFP and You... Better. Together.NFP has a strong commitment to a diverse & inclusive workplace. We understand the value of a workplace where every employee has what they need to reach their full potential. We welcome and encourage applications from all qualified candidates. Accommodations are available on request for candidates taking part in all aspects of the selection process.Internal Applicants: If you are a current NFP employee with access to the employee portal, please apply by navigating in the PeopleFirst Portal: Menu > Myself > View Opportunities (under My Company)Quick Apply

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