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Customer Support Analyst I

Posted: 09/11/2022

The Information Technology Group (ITG) of the National Association of Insurance Commissioners (NAIC) has an exciting opportunity for a Customer Support Analyst I. We are looking for a team member who would enjoy working for an organization that strives every day to support the public good and make a difference. Are you driven to utilize your customer service and communication skills to build long-lasting rapport? If so, this is a perfect opportunity for you!

This position is based in the NAIC’s state-of-the-art offices in Town Pavilion in the heart of downtown Kansas City, Missouri which includes great restaurants and top-notch entertainment venues. This is a full-time position in a positive and flexible environment. This is a full-time, remote position. Candidate must live within 100 miles of the KC office and attend team and company meetings as scheduled by manager.

Responsibilities include:

Provides first-level technical support of NAIC/NIPR software applications, data, products, and services to state regulators, insurance producers, insurance company representatives, consumers, and NAIC/NIPR staff.

· Responds to telephone and e-mail customer inquiries.

· Performs technical and business problem discovery and analysis.

· Provides and communicates solutions to customers in a timely and accurate manner.

Documents electronic records of service requests.

· Maintains a log of inquiries to the Service Desk using the IT Service Management toolset (JIRA).

· Documents customer requests, troubleshooting procedures, follow-up action items, assignments to second-level support staff, and conversations with customers, including instructions communicated to customers intended to resolve their issues.

· Performs basic first-level problem analysis to determine the potential causes of data or rule related or technical problems.

· Relays trend information to team members, the appropriate application development teams and management staff.

Provides customer support of NAIC/NIPR software applications, data, products, and services to state regulators, insurance producers, insurance company representatives, consumers, and NAIC/NIPR staff.

· Assists customers in locating information on NAIC Web site, locating the appropriate NAIC support staff to answer business questions, and generally directing customers to the most appropriate resource, either within or outside the NAIC, to address their questions.

· Works closely with internal technical support staff and other internal NAIC business partners, as well as with external technical staff at the state departments of insurance.

User access and administration.

· Creates and configures user IDs.

· Set and reset user passwords.

· Assigns and maintains access privileges (assignments) to NAIC software applications for external user accounts including but not limited to staff working for the state departments of insurance and insurance companies.

· Other duties may be assigned.

Skills and Abilities:

Hardware/Software Tools:

· Applications: Basic working knowledge of the use of computers, web browsers, and computer software is required. Familiarity with Jira and Jira Service Desk is preferred.

Customer Service Skills:

· Ability to assist users of systems, networks, and data; especially fellow staff members and all members of the insurance community, including insurance producers, insurance company representatives, state insurance regulators, and NAIC/NIPR staff.

· Demonstrated or verifiable ability to accept, process, and follow through tactfully on inquiries, issues, or complaints from identified users is required, as well as the ability to escalate and involve management on customer service issues when required.

· Ability to have reached or to quickly reach a level enabling the analyst to resolve service requests with minimal referrals to other second level NIAC support staff.

· Ability to have reached or to quickly reach a level enabling the analyst to resolve most inquiries or complaints upon the initial contact, and/or with a limited cycle of correspondence with the customer.

· Ability to follow up with appropriate NIAC resources on outstanding open service requests to provide timely and accurate resolutions.

other skills and abilities:

· Proficient problem analysis and troubleshooting skills - the ability to identify problems, collect data, establish facts, and draw valid conclusions.

· Excellent verbal and written communication skills

· Ability to work cooperatively with others; especially insurance producers or representatives of those producers other business and technical NIAC staff, and the business partners of NAIC including the NIPR liaison.

· Honesty, integrity, veracity, and confidentiality, as well as professional and personal ethics.

· Ability to work well in a team environment.

· High level of attentiveness to detail.

Minimum Education and/or experience required:

· Associates Degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience is required.

· Familiarity with Microsoft Office, web browsers, and computer software is required.

Preferred Experience:

· One year of face-to-face or telephone customer service.

$20.17 - $25.00 per hour

Why Work at the NAIC/NIPR?

· Remote Work Schedule

· Flexible Work Environment

· 37.5 Hour Work Week

· Tuition Reimbursement

· Referral Bonuses

· Choice of Insurance Plans

· Vacation Buy Back

· Infants in the Work Place

· Adoption Assistance

· Parental Leave

· Employee Recognition Programs

· Days Off for Community Service

· Student Loan Repayment Program

· Fitness Center

The NAIC is proud to be an Equal Opportunity Employer

For consideration, please apply online at:

Applicants for all positions are considered without regard to age, race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital status, pregnancy, genetic information, military or veteran status, disability, or any other basis protected by applicable law.

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