L1/L2 Support Specialist
2 weeks ago
Provide L1/L2 support for business users and technical teams.
Monitor and troubleshoot issues related to Vertafore applications (AMS360, ImageRight, NetRate).
Work closely with internal stakeholders to resolve business and operational challenges.
Analyze system performance, identify bottlenecks, and recommend improvements.
Respond to incidents, service requests, and technical queries efficiently.
Coordinate with product vendors and IT teams to escalate and resolve complex issues.
Maintain proper documentation of issues, resolutions, and troubleshooting processes.
Conduct training and knowledge-sharing sessions as needed.
Ensure adherence to SLAs and compliance standards.
Required Skills & Qualifications:
7-10 years of experience in operations support, L1/L2 support, or business support roles.
Prior experience working with Vertafore applications (AMS360, ImageRight, NetRate) is highly desirable.
Strong analytical and problem-solving skills.
Ability to troubleshoot and resolve application and business process issues.
Excellent communication and interpersonal skills.
Ability to work independently and within a team in a fast-paced, night-shift environment.
Strong documentation skills and experience with ticketing tools (e.g., ServiceNow, JIRA, etc.).
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