Technical Support Tier 1 & 2 @ Previse

Job Description

Job Title: Tier 1 Technical Support EIS v20
Location: Hybrid/Remote
Employment Type: Full-Time
Experience Required: 5-6 years
Industry: Insurance / IT Services / Support
Shift: Night Shift

Job Summary:

We are seeking a proactive and experienced Tier 1 Technical Support Specialist with strong knowledge of the EIS v20 insurance platform. The ideal candidate will have exceptional communication skills and the ability to work independently with minimal supervision. This role is responsible for providing front-line technical support, issue triaging, and resolution tracking to ensure a smooth and responsive support experience for users.

Key Responsibilities:

• Provide Tier 1 technical support for the EIS v20 insurance system.
• Act as the first point of contact for user-reported issues and service requests.
• Perform initial triaging and issue documentation for escalation to Tier 2/3 if required.
• Clearly communicate technical information and issue status to non-technical users.
• Maintain accurate records of support tickets, resolutions, and follow-ups.
• Collaborate with cross-functional teams to ensure timely resolution of issues.
• Monitor support queues, meet defined SLAs, and escalate blockers appropriately.
• Prepare and update knowledge base articles for recurring issues and best practices.

Requirements:

• 5 - 6 years of experience in a technical support or help desk role.
• Strong working knowledge of EIS v20 insurance system.
• Excellent verbal and written communication skills.
• Ability to handle client communication with professionalism and clarity.
• Self-starter with the ability to troubleshoot independently and escalate appropriately.
• Experience with support ticketing tools (e.g., ServiceNow, JIRA) is a plus.
• Ability to work in a fast-paced and customer-focused environment.

Preferred Qualifications:

• Prior experience in the insurance or financial services domain.
• ITIL foundation certification is a plus.

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