Sr. Customer Support Technician

*This position is open to internal candidates only* 

Position Overview  

We’re searching for an Interface Support Technician, Epic Escalation to become a part of our outstanding Epic Escalation Support team, which plays an essential role in keeping Applied Systems at the top of the insurance technology industry. In this position, you will assist our customers with any questions or problems they may have regarding software, hardware, or any other products purchased from our company.  You will provide friendly, informed, and efficient customer service via telephone, internet chat, and email.

What You’ll Do

• Deliver professional, efficient, and empathetic customer support while following Service Cloud best practices and escalation workflows
• Own designated product areas by identifying trends, prioritizing issues, and driving root‑cause analysis on escalations before handoff to Development
• Support product readiness and adoption by reviewing documentation, participating in testing and sprint reviews, and engaging pre‑production clients for feedback
• Drive customer retention through proactive, long‑term issue resolution and continuous product knowledge sharing via KB articles and team training

We’re Excited to Learn More About You

Your experience may include:

• 1+ year of customer service experience, ideally in a real‑time B2B or technology support environment
• Hands‑on experience with case management/ticketing systems (e.g., Salesforce, Jira, Freshdesk, Talkdesk)
• Experience working with technology, including Microsoft applications; exposure to hardware and operating systems
• Ability to plan, organize, and execute technical tasks or projects within defined deadlines

You may have other skills or credentials, including:

• Strong written, verbal, and phone communication skills with a customer‑first mindset
• Passion for problem‑solving and delivering high‑quality customer care
• Confidence learning and supporting software, technology applications, and basic network concepts
• Familiarity with the insurance industry (preferred)
• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred

Location

• Candidate will need to reside in the United States or Canada, working arrangement will be remote 

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses, as well as candidates without a degree or a background in tech to apply!

When You Join Team Applied, You Can Expect:  

A culture that values who you are and recognizes that you aren’t just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.  

We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.  

A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:  

• Medical, Dental, and Vision Coverage 
• Holiday and Vacation Time 
• Health & Wellness Days 
• A Bonus Day for Your Birthday 

The total anticipated annual compensation range for this existing position is $50,000 – $70,000 CAD per year, which includes starting base salary and, where applicable, variable or incentive pay.  To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. 

Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/  

Your Security Matters:  
 Our candidates’ personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.   

EEO Statement    

Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.   

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