Orion180 Insurance Services
Product Support Analyst
Irving, TX
Work authorization requiredDetected 47 days ago
Data VisualizationExcelLogisticsCustomer SupportZendeskCommunicationOrganizational Skills
About the role
- O rion180 is proud to call three vibrant cities home.
- Our headquarters on Florida's stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami.
- Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth.
Responsibilities
- Build and maintain the L2/L3 knowledge base, troubleshooting runbooks, and resolution playbooks Feed updates into CX-facing playbooks so escalations are caught and resolved earlier in the support flow Track recurring issue patterns and surface them to the Product Manager to inform backlog prioritization and firmware decisions
- Produce operational reporting on escalation volume, resolution time, recurring issue categories, and RMA technical trends Contribute to standalone sales readiness (Amazon storefront, direct web store) by supporting customer-facing technical content and FAQ buildout Support operational readiness for additional
- Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.
- Join our Team as a Product Support Analyst in our Innovation & Technology department!
- We are seeking a Product Support Analyst to serve as the L2/L3 escalation point for our connected device portfolio.
- This role sits within the Product team, reports directly to the Product Manager, and partners closely with Insurance CX, engineering, and the manufacturer to resolve technical issues that exceed frontline support scope.
Requirements
- While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs).
Skills
- Results-driven office where your contributions make a real impact.
Compensation
- Competitive base pay and performance bonuses.
- Career Growth: M entorship, growth tracks, and professional development.
Benefits
- Medical, dental, vision, 401k, paid holidays, PTO and more!
- Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.
Company info
- Join Our Team & Make an Impact!
- At Orion180, we don't just meet expectations, we exceed them.
- If you're ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!
- At Orion180, we don't just stand out for what we do; we shine because of how we do it.
Equal opportunity
- Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Visa & Work Authorization
- operational readiness for additional IoT device launches as they come into scope WHAT WE'RE LOOKING FOR: Education and Work Authorization Bachelor's degree in a technical or related field (or equivalent experience) Must
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