Who We Are
PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration. We are a SaaS company that operates in a fast-paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work collaboratively around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for our customers.
What You’ll Do
As a Software Support Engineer, you will support IT Service Management. The role involves advanced troubleshooting and resolution of escalated software issues. Strong technical skills and effective communication are key to success in this role.In this role, you will:
- Troubleshoot and develop technical solutions.
- Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely manner.
- Diagnose and troubleshoot technical software related issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate any unresolved issues to appropriate internal teams (e.g. software developers).
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Document technical knowledge in the form of notes and manuals.
- Perform data fixes and configuration changes on the database level.
What You’ll Need to Join Our Team
Experience
- Bachelor's degree in Computer Science or related field or equivalent work experience.
- 2+ years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Proficient with SQL (DML commands).
- Basic knowledge of C# or other object programming languages, preferred.
- Basic knowledge of REST APIs
- Proficient with Microsoft Office Suite or related software.
- Good understanding of computer systems, mobile devices and other tech products.
Why Work For Us
- Competitive Compensation from $65,000-$75,000*
- Comprehensive Benefit Package**
- Health, Dental & Vision Insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Short- & Long-Term Disability Insurance
- Company-paid Long-Term Disability
- Company-paid Life Insurance
- Voluntary Life Insurance
- Voluntary Accident Insurance
- Employee Assistance Program
- 401k with generous Company Match
- Commuter Benefits
- Paid Time Off accrued per pay period
- 10 Paid Holidays
- Paid Parental Leave
- Annual Bonus Program
- Professional Development Opportunities
- Employee Events
- Wellness Programs
- Employee Discount Programs
- Office in Park Ridge, IL - Convenient location to Blue Line
*Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.**Eligible to enroll on the first day of employment for immediate coverage.
Note: It is required for this role to be in the Park Ridge, IL office 2 days per week.
65000.00 To 75000.00 (USD) Annually
