IT Support Associate II - Marketing & Sales

6 days left

Boca Raton, Florida
Not Specified
Feb 23, 2024
Apr 21, 2024

MediGap Life specializes in affordable Medicare Health Plans. Launched in 2017, we have grown tremendously employing 130+ employees and housing offices in FL, NC, and NY.

With access to the nation's leading insurance carriers, we are seeking an IT Support Associate II to support our Marketing/Sales Division in spearhead Dialer Management (Convoso & Retreaver), Data Analyst, Personnel systems & CRM support, Learning Management System, and assist with Robotic Process Automation!


• Full-time, benefits-eligible

• Onsite at our Boca Raton, FL office: 1900 Corporate Blvd NW Suite W 300 Boca Raton, FL

• Hours: Monday - Thursday 9:00 AM -6:00 PM, Friday 9:00 AM - 3:30 PM EST


Responsible for providing a wide variety of services to support marketing and sales tools, software company-wide and support, act as a resource to Level I Associates, and resolve escalated technology and customer service calls


• Service and Support Functions: Communicate with marketers and producers via inbound/outbound calls and email to provide training, service, and support for SMS web-based tools. These tools include, but are not limited to Lead Advantage Pro. Responsible for monitoring, triaging and statusing Jira help desk tickets for LA Pro. Handle escalated customer service calls by applying soft skills necessary for de-escalating and resolving issues. Serve as a resource for Level I Associates. Create IT help desk tickets and escalate tickets when needed. Work with partner website vendors to assist with and provide approved website content.

• Provide support for Lead Advantage Pro Help Desk requests from internal and external users. Assist with dental website domain purchase and set up for Producers. Provide subject matter expertise to assist IT with Lead Advantage Pro requirements for new features and upgrades. Assist with quality assurance (QA) testing as needed.

• Systems Maintenance Functions: Encode PDF carrier enrollment forms with fillable fields for the App-By-Email feature in the Lead Advantage Pro system. Assist with updating and uploading carrier documents and SMS dynamic documents in the Lead Advantage Pro and other systems as appropriate. Maintain, update, and test carrier rates, forms and plan benefits in Lead Advantage Pro and related systems. Create and update desk manuals to maintain accurate processes. Collaborate with IT and Marketing to configure Medicare Advantage and Medicare Part D plan details, quoting, forms, and enrollment in Lead Advantage Pro. Assist in managing credit card authorization and payment portal. Assist Accounting with invoicing along with updating agent credit card information for leads, Drug Lookups and various web services.

• Special Projects: Work collaboratively with fellow staff to advance the values and mission of Senior Market Sales; Assist with special projects/assignments as requested by members of management.

• Perform all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.

• Performs other duties as assigned



High School Diploma or GED

Associate's degree

Three (3) or more years, General insurance industry or related field experience

Prefer experience with Five9, Convosco, and Retreaver


Working knowledge of insurance services industries.

Knowledge of the general industry procedures, practices and terminology.

Skill in navigating the Internet and basic understanding of its uses including concepts of html, ftp, domain registry, etc.

Skill in working effectively with inbound and outbound callers/customers.

Skill in negotiating and problem solving to resolve internal and external conflicts.

Skill in the use of office equipment including computer, fax, printer, telephone system, etc.

Skill in the use of time management and organization skills.

Skill in maintaining effective working relationships with all customers, employees and the general public.

Skill in project management.

Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred).

Ability to communicate effectively, both orally and in writing, in a constructive manner.

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner.

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations.

Ability to engage in effective interpersonal interaction, verbal communication and written communication.

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests.

Ability to maintain all company policies, including all confidentiality and safety policies.

Ability to actively contribute to team effort.


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