[Hiring] Agency Technology Support Specialist @Keystone Agency Partners LLC

Role Description

The Agency Technology Support Specialist plays a key role in supporting employees across all lines of business— including Employee Benefits (EB), Personal Lines (PL), Property & Casualty (P&C), Small Commercial, Surety, and specialty practices—as they use the agency technology ecosystem. This individual contributor role provides hands-on, high-touch support that enables employees to successfully complete their daily work in systems such as Applied Epic, CRM tools, carrier portals, and productivity platforms. In addition to user support, this role supports Applied Epic and agency technology access, user setup, and configuration activities, while delivering a strong service experience through effective intake, issue resolution, and follow-through.

Key Responsibilities

• Call Handling
  • Serve as a primary point of contact for user support via phone, chat, and ticketing channels.
  • Manage inbound support requests, including call handling, triage, and prioritization based on urgency and business impact.
  • Perform warm transfers when escalation is required, ensuring full context is passed to minimize user rework.
  • Own tickets through resolution whenever possible, providing timely updates and follow-up.
  • Meet established service levels (response time, resolution time, and customer satisfaction).
  • Actively contribute to building a positive, responsive, and solutions-oriented help desk culture.
• Workflow Guidance and Training Content and Deliver
  • Assist users across end-to-end workflows, including prospecting, quoting, marketing/placement, servicing, renewals, billing, and client engagement.
  • Promote user self-sufficiency by guiding employees to available resources and best practices.
  • Support the development of content and training curriculum to drive end-user capabilities.
  • Use reporting and end-user feedback to identify and deliver remote training offerings.
• Issue Resolution, Root Cause Analysis, and Escalation
  • Investigate recurring issues and identify root causes across workflows, system usage, or access setup, escalating to product management when needed.
  • Document trends and patterns in support requests to highlight systemic issues.
  • Partner with Operations, Product, and Technology teams to address underlying causes -- not just symptoms.
  • Recommend process improvements, training updates, or configuration changes to reduce repeat issues.
• Epic & Agency Technology Access and Configuration
  • Support user access management, including provisioning, updates, and deactivation across Epic and related systems.
  • Assist with role-based access setup, permissions, and basic configuration activities aligned to business workflows.
  • Validate access and configuration against defined standards and escalate exceptions as needed.
  • Troubleshoot access issues and partner with technical teams on more complex system defects.

Qualifications

• 5+ years of experience in insurance operations, P&C and Benefits servicing, or a related role
• Direct experience working in P&C and/or Benefits
• Practical understanding of end-to-end P&C and/or Benefits workflows and servicing models
• Experience delivering training, coaching, or peer enablement in an operational environment
• Comfort presenting to groups and facilitating learning discussions
• Experience supporting system rollouts, process changes, or operational transformations
• Hands-on experience with Applied Epic for P&C and Benefits
• Familiarity with a modern insurance agency technology stack
• Strong communication skills with the ability to explain complex concepts clearly and practically
• Ability to pass a criminal background check, as permitted by law

Remote Work Environment

• Preference given to candidates in Eastern or Central U.S. time zones

Salary Transparency Statement

In accordance with state and local pay transparency laws, we will provide the applicable salary range upon request to candidates who reside in jurisdictions where such disclosure is required.

Benefits

• Competitive Salary
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays

No Solicitation Notification to Agencies

Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.