[Hiring] Customer Support Specialist @IVANS Insurance Solutions

Role Description

Applied is building the connective intelligence that moves insurance. Every function contributes to that work. In this role, you will be the specialist customers rely on to configure, troubleshoot, and get more from Ivans digital products, turning complex data, integration, and product questions into clear answers and see how your decisions connect to teammates, customers, and the direction of the business.

• Own customer issues involving Ivans digital products and services from first contact through resolution, from configuration and user questions to data and integration troubleshooting.
• Advise customers on how their business requirements, configuration, data, and integrations shape product behavior, including insurance data such as coverages, classifications, and NAICS and SIC codes.
• Run the first root-cause analysis on each case, separating product usage questions, configuration or data issues, integration or API problems, and potential defects, then drive the right fix or escalation.
• Guide customers through onboarding, setup, configuration, and validation so they move into production with confidence.
• Turn recurring issues and proven fixes into clear knowledge documentation and stronger troubleshooting practices across the Support organization.
• Partner with Product, Engineering, and integration partners, handing off well-documented cases and keeping customers informed of findings, workarounds, and next steps.

Qualifications

• Strong customer-service, analytical, and problem-solving skills, with the organization and attention to detail to manage competing priorities and own complex issues through to resolution.
• Hands-on experience troubleshooting SaaS applications, customer data and configurations, and system integrations, including APIs and structured data formats.
• Clear communication with business and technical audiences, including the ability to translate customer needs into precise information for Product and Engineering teams.
• At least two years in technical support, customer support, or a related customer-facing technical role, ideally supporting SaaS or insurance-technology products.
• A bachelor’s degree or equivalent work experience.

Requirements

• Experience in Property & Casualty or commercial lines insurance, carrier operations, or insurance technology, including digital distribution and agency management systems.
• Familiarity with Ivans connectivity, comparative raters, and agency distribution channels.
• Knowledge of underwriting appetite, market classifications, and NAICS and SIC codes.
• Background in customer onboarding and implementation, requirements gathering, and data analysis.

Benefits

• Medical, dental, and vision coverage
• Holiday and vacation time
• Health and wellness days
• A day off for your birthday
• Compensation transparency

Company Description

Applied is the connective intelligence transforming how insurance works. We build the platforms, data, and intelligent systems that connect agencies and carriers across the insurance lifecycle.

Here, careers move with the work. You can own meaningful decisions, build what reaches the market, expand your scope as the business evolves, and work alongside people who bring expertise, curiosity, and care to what they create.