Role overview

Qualifications

Experience in technical support
Strong problem-solving skills
Ability to manage support tickets
Knowledge of ticketing systems

Responsibilities

Manage and resolve support tickets within established response time targets
Maintain high ticket throughput while ensuring quality is not compromised
Strive for First Contact Resolution (FCR) to minimize user downtime
Perform deep-dive technical troubleshooting to identify root causes of system issues

Key facts

Remote from: California (USA)
Full time
System Engineer
English

Hard skills

RemedyForce (Ticket Management Software)

Other skills

Problem Solving

About the company

TRISTAR Insurance Group

Insurance

TRISTAR began as an insurance program manager and medical malpractice claims administrator in 1987. Workers compensation claims management services were added in our offerings in 1989, and the Company was renamed TRISTAR Risk Management in 1995. As managed care and benefits administration services were added to our offerings, the organization grew into TRISTAR. We are the largest privately held third party claims administrator in United States. We empower more than 1,000+ professionals in offices throughout the United States, focusing business operations in three divisions: property casualty claims management, benefits administration, and managed care services. We are true to our values of RESPECT, INTEGRITY, TRUST, and EXCELLENCE, making the right choices both financially and ethically. At TRISTAR we strive to create an environment of respect, wherein all of us are encouraged to learn and to grow, to provide exceptional service to our clients and in turn to enjoy the satisfaction that comes from a job well done. We believe that to provide real service, we must contribute something which cannot be bought or measured with money: sincerity and integrity. At TRISTAR, you help create a world in which together we "transform risk into opportunity".

Company details

Company typeSME

IndustryInsurance

Company size501 - 1000

Links

Website LinkedIn See all jobs

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Job description

Please make sure to complete all the questions in the application and continue through to the end in order to sign and submit it. Please note that this position is a hybrid, temp-to-hire opportunity.

POSITION SUMMARY:

The System Support Analyst is responsible for providing high-quality technical assistance to users, ensuring operational efficiency, and maintaining a seamless user experience. The successful candidate will manage ticket throughput, resolve issues at the first point of contact whenever possible, and provide detailed, accurate escalations to Level 2 and Development teams.

DUTIES AND RESPONSIBILITIES:

Manage and resolve support tickets within established response time targets.
Maintain high ticket throughput while ensuring quality is not compromised.
Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume.

Problem Solving & Technical Escalation

Perform deep-dive technical troubleshooting to identify root causes of system issues.
Ensure all escalations to Level 2 or developments are accurate and comprehensive, including:
Clear reproduction steps.
Detailed impact analysis.
Severity levels and relevant system logs.

Testing enhancements and bugs for monthly releases.

EQUIPMENT OPERATED/USED: Computer, 10-key, fax machine, copier, printer, and other office equipment.

SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire.