Tier 1 Technical Support / Exigen Insurance Suite v2O

Job Title: Tier

Location:

Job Summary

Exigen Insurance Suite v2O

Key Responsibilities

• Provide Tier 1 technical support for the Exigen Insurance Suite v2O.
• Act as the first point of contact for userreported issues and service requests.
• Perform issue triaging, document accurately, and escalate to Tier 2/3 when necessary.
• Translate technical details for nontechnical users with clarity.
• Keep meticulous records of support tickets, resolutions, and followups.
• Collaborate with cross-functional teams to expedite issue resolution.
• Monitor support queues, meet SLAs, and escalate blockers as needed.
• Develop and update knowledge base content for recurring issues and best practices.

Required Knowledge & Skills

Exigen Core Modules

• PolicyCore

  core policy administration including underwriting, quoting, rating, commission, selfservice portals, document management, and analytics

• BillingCore

  end-to-end billing lifecycle management, invoicing, reconciliation, payment integration

• ClaimCore (ClaimScore)

  – integrated claims management with scoring and workflow for first notice of loss, adjudication, fraud detection, reserves, and payments.

Integration & API Knowledge

• Familiarity with

  Exigen DXP and digital APIs

  , understanding how service integrations work across PolicyCore, BillingCore, and ClaimCore

Technical Troubleshooting

• Experience reproducing issues in lower environments (dev/preprod) to support debugging and escalation.

Insurance Domain Fundamentals

• Solid grasp of insurance concepts: policy lifecycle, underwriting, claims adjudication, billing cycles, product definition, and regulatory compliance.

Requirements

• Experience:

  5–6 years in technical support/help desk roles, ideally within insurance or financial services.

• Technical Skills:

  Hands-on experience with Exigen Insurance Suite v2O: PolicyCore, BillingCore, ClaimCore; APIbased integration; sandbox environment troubleshooting.

• Communication:

  Strong verbal and written abilities; adept at explaining technical issues to nontechnical audiences.

• Tools:

  Experience with ticketing tools (ServiceNow, JIRA) preferred.

• Professional Traits:

  Self-starter, client-focused, dependable, and able to escalate issues effectively.

• Certification:

  ITIL Foundation certification is a plus.

Preferred Qualifications

• Prior support experience with

  Exigen OneSuite

  or SaaS-based core systems.
• Demonstrated expertise with API/DXP-based integrations.
• Deep understanding of insurance lifecycle policy administration, claims handling, billing.