Production Support Analyst

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Role: Production Support Analyst

Location: Austin, TX

Hippo is a Palo Alto based, Series E Unicorn company leading the modernization of the home insurance and protection industry, which hasn’t innovated in many years. We use technology to create modernized, customer-centric home insurance and proactive maintenance services. We take our hyper-focus on customer satisfaction (buyer simplicity, comprehensive coverage, concierge service) a step further, by offering IoT Smart Home devices for monitoring home health. These devices, together with numerous other data sources (like aerial imagery and predictive actuarial data) allow us to proactively address problems before homeowners even know about them. 

Hippo is solving complex engineering, compliance, regulatory and operational problems that have immediate impact on this antiquated industry. We're on a strong (but responsible) growth trajectory, with a proven and recession-proof set of products.

We are seeking a high energy and proactive Production Support Analyst that has a customer first approach in all aspects of providing support to the business. The Production Support Analyst is a key position of communication and first response resolution for the day-to-day business operations of the company. You will support various systems and associated processes end to end, triaging problems with internal users, external partners, and clients, before assessing the best course of action to meet business needs. As a member of the internal support team, you will be a source of system and process related knowledge for our proprietary insurance platform, Salesforce environments and policy management systems. Your key objective in the role is to offer quick and communicative solutions to the business while working with our engineering team to provide a timely solution. You are the key point of communication between the business and engineering departments.

About you

  • Customer service driven.
  • Strong verbal and written communications skills.
  • Strong analytical and troubleshooting skills.
  • Driven, unafraid of hard work and putting in the time needed to resolve an issue.
  • Organized, able to manage multiple problems or tasks and report on them clearly and concisely.
  • Detail oriented, focused on both the macro and micro-outcomes of a project and daily work.
  • Self-motivated, someone able to work well in a group and independently. 

Responsibilities:

  • Triages inbound tickets to assess impact and initiate escalations as needed to minimize business disruptions.
  • Gathers information and conducts analysis of user issues to determine root cause and identify possible workarounds.
  • Provides updates and solutions to L1 and L2 support issues while adhering to SLAs.
  • Creates and maintains knowledge base documentation as well as team procedures, best practices, and process flows.
  • Maintains and updates the access, credentials, and health checks of external third-party vendors essential to the business operation. 
  • Participates in on call support including evenings and weekends.
  • Effectively communicates findings and outcomes of business problems or requests to both Technical and Non-Technical team members.
  • Report to management and obtain approval before making key decisions.
  • Provide UAT/validation ensuring delivered projects meets customer’s expectations.
  • Support the released features/application to stakeholders proactively ensuring a successful adoption.
  • Provide an SME level of understanding of business processes and operations.

Qualifications

  • Proficient with Salesforce reporting and management.
  • Ability to read REST API including endpoints and request/response.
  • Experience with tools like POSTMAN, Big Query, and AMS S3.
  • At ease with communication of technical information to a non-technical audience.
  • A solid knowledge of the P&C insurance industry and agency management systems.
  • Proven time management skills (must be able to prioritize workload and meet deadlines).
  • Excellent troubleshooting and testing skills a must.
  • A positive and professional disposition which allows you to be voice of calm and reason when handling high impact issues.

Good to have:

  • A P&C insurance license or the equivalent knowledge from working in an Agency or insurance Carrier.
  • Agency commissions handling.
  • Knowledge of comparative rating technology (such as Ezlynx, ITC, etc.)
  • Ability to read JSON data.
  • Salesforce Trail Head Admin Badges/Certifications.

Compensation and Perks:

  • Healthy Hippos Benefits- 100% Employer paid medical, dental & vision plan options for our team members AND their families (yes, you read that correctly). As well as 401K, long & short term disability, EAP and flexible spending accounts.
  • Flexible Paid Time Off- Uncapped PTO Policy
  • Little Hippos Program- We reimburse our team members up to $25k for adoption costs and up to $50k for infertility treatments. Plus, we offer 12 weeks parental leave for primary caregivers and 6 weeks for secondary caregivers.

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.

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Location

We are in the heart of downtown, with offices in the historic Scarbrough and Littlefield Buildings. We provide our team with parking nearby!

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