Agency Systems Support Assistant

Job Purpose:

The Agency Systems Support Assistant provides entry-level operational and technical support for agency management systems. This position resolves routine system exceptions, maintains accurate data, completes basic system updates, and provides first-level assistance to agents, employees, and business partners. The role collaborates with the Agency Systems team and reports to the Director of Product Distribution & Agency Systems. Success requires strong organization, attention to detail, customer service, and a willingness to learn insurance technology platforms and business processes.

Key Responsibilities:

• Review, research, and resolve agency management system exceptions and workflow errors.
• Perform routine updates and maintenance within agency management systems and related software platforms.
• Provide first-level help desk support for agents and employees regarding system access, navigation, and basic troubleshooting.
• Create, update, and maintain agency, agent, client, and policy information within company systems.
• Assist users with password resets, user setup, and system configuration requests.
• Document, track, and escalate complex technical issues to appropriate team members or vendors.
• Create, maintain, and update procedures and documentation for supported systems and processes.
• Assist with testing and validation of system updates, enhancements, and workflow changes.
• Generate and distribute routine reports from agency management and business systems.
• Work with various departments to ensure data accuracy and system integrity.
• Provide training and support to users on agency management system functionality and best practices.
• Assist with data cleanup initiatives and ongoing quality control efforts.
• Support special projects and departmental initiatives as assigned.
• Adhere to all company policies, procedures, and business ethics standards.
• Maintain professional and technical knowledge through training opportunities and self-development.
• Provide exceptional customer service to internal and external stakeholders.
• Other duties as assigned.

Knowledge, Skills and Abilities:

• Achieves Results. Demonstrates initiative, accountability, and the ability to complete assigned tasks with minimal supervision.
• Communication Skills. Possesses strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Customer Service Orientation. Demonstrates a positive attitude and commitment to providing timely, professional, and effective support to agents and employees.
• Problem Solving. Able to identify issues, research solutions, and escalate concerns appropriately when necessary.
• Attention to Detail. Maintains a high degree of accuracy when entering, reviewing, and updating information across multiple systems
• Relationship Building and Collaboration. Works effectively with team members and business partners to achieve operational goals and provide excellent service.
• Technical Aptitude. Comfortable learning and utilizing multiple software applications, databases, and agency management systems.
• Working knowledge of Microsoft Office Suite required, with emphasis on Outlook, Excel, and Word.
• Strong time management skills with the ability to prioritize work, manage multiple tasks, and meet deadlines.
• Demonstrates flexibility and willingness to learn new processes, technologies, and responsibilities.

Education and Experience required: College Internship, associate degree, or experience in informational Technology is preferred or comparable industry experience.

Location: In Office Position