Application Support Specialist (Tier 2/3)

Information Technology Seattle, Washington


Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

Do you want to build a fast-paced and exciting career in IT? As part of the TechOps team, our Support Specialist will drive productivity, efficiency, and reliability in a rapidly-growing, agile organization. You'll interact with both people and technology to support Trupanion's Revenue IT systems. As a hard-working multitasker, you will be responsible for the support of highly available, scalable software products and services. Join us if you would like to help loving, responsible pet owners care for their pets!

Candidates for this position have the option to work remotely from anywhere in the US, or out of our Seattle office, depending on their preference.

Key Responsibilities Include:

  • Support critically important internal and partner-facing applications by investigating user-reported issues, documenting clear steps to reproduce issues, and providing clear, concise case/ticket history
  • Use superb communication skills to convey technical subject matter to a wide audience in an engaging and coherent manner.
  • Provide exemplary customer service using audience-appropriate information through various methods, including live chat (where applicable)
  • Build and maintain a knowledge base with a goal of making users more efficient and self-sufficient over time
  • Collaborate with product owners to address impactful issues in future releases

Experience:

  • 2-3+ years of experience in technical support or equivalent skills and knowledge; experience in functional QA/UAT testing a plus
  • Proficiency in basic Microsoft SQL usage, Postman, MS Office Tools, Sharepoint, cross-browser usage, Azure DevOps is preferred but not required
  • Experience in the use of ticketing systems for support purposes, such as Microsoft Dynamics, Freshworks products, or Jira

Skills, Knowledge & Abilities:

  • Technical support experience to triage problems, prioritize accordingly, and propose a resolution for both customer reported issues as well as internally surfaced items
  • Passionate about solving problems while collaborating closely across teams in a fast-paced environment
  • Individual committed to improvement, who can think strategically, adapt quickly, and rapidly earn credibility and trust within all levels of the organization, including third-party vendor/partners and customers
  • Inquisitive nature, desire to increase knowledge base, and willingness to research and find solutions to complex issues
  • Strong organizational and project management skills with experience maintaining multiple projects with contending priorities in a calm and efficient manner
  • Self-motivated, driven, passionate, and confident person who works independently with minimal direction
  • Superb communication, listening, and social skills

Benefits and Perks:

  • Bonus opportunities
  • Full medical, dental, and vision benefits at no cost to the employee
  • Four weeks paid time off and 9 paid float holidays (you can decide which days are most important to you!)
  • Five-week sabbatical after five years of employment
  • Restricted Stock Units
  • Open, casual, pet-friendly, and fun office environment
  • Free medical health insurance for your pet (1 dog or cat)
  • Paid time off to volunteer at nonprofit organizations
  • Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

About Trupanion:

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Take a look inside our office and see for yourself: https://www.facebook.com/Trupanion/videos/10155423763702974/

We’re more than insurance – we’re a tech company too! Learn more about how you can use Trupanion to pay your vet directly here: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion Team DNA:

At Trupanion, we achieve great things together when we are:

  • Caring: We are kind to each other and assume positive intent.
  • Collaborative: We work together to achieve company goals (we not me).
  • Courageous: We are determined, take risks, and make bold moves.
  • Curious: We seek new information to continually better ourselves and our work.
  • Honest: We believe candid communication leads to successful teamwork.
  • Inclusive: We welcome and value all people and perspectives.
  • Nimble: We readily adapt and evolve in pursuit of progress and innovation.

For more information about Trupanion, visit http://trupanion.com/about

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.