Service Desk Support at Haven Life

| Greater NYC Area
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Haven Life is an insurtech innovator, backed and wholly owned by MassMutual that creatively uses technology to advance the life insurance industry and better serve the modern customer.

We combine the culture of a startup with the stability and backing of a Fortune 500 company to create an environment that's truly unique.

Our diverse team is comprised of smart, collaborative people who think big, execute quickly and don't take themselves too seriously. We're located in New York's Flatiron District and in case you're wondering, yes, we provide free snacks. Cold brew too.

If you're creative, professional and kind, we'd love to hear from you. 


WHAT YOU WILL DO:

  • Provide excellent client support via ticketing system for tier I tickets within SLA.
    • Future state will lend to having an “outage hotline” for large scale system outages.
  • Be the first point of contact, triage client issues and rapidly resolve or escalate to Project Engineers or Dev on Call.
  • Be accountable for customer satisfaction of delivery of services, responses to requests, and escalation management.
  • Perform day to day system administration of client environments, including but not limited to system monitoring, troubleshooting, and capacity management.
  • Clearly document actions taken in our ticketing system, working with senior engineers / Devs to ensure client environments are healthy and SLA goals
  • Create and update training documentation
  • Execute on simple data patches.
  • Collect and organize user feedback for feature requests.
  • Provide feedback and work with product teams on prioritization of bugs.

REQUIREMENTS:

  • Experiences as a Systems Administrator, combined with advanced Service Desk capabilities
  • Demonstrated fortitude, patience and continuous improvement focus that’s required to thrive in a fast paced support or help desk environment
  • Ability to identify broke processes and provide solutions
  • 2+ years of experience working in technical support // Experience troubleshooting technical issues 
  • Bachelor’s degree (or equivalent)
  • Experience SaaS applications (i.e. Google suite, Jira, Jira Service Desk, Zendesk, Okta support)
  • Authorized to work in the US without sponsorship now or in the future
  • Knowledgeable about the Software-as-a-Service (SaaS) industry is a plus

COMPETENCIES

  • Solves intermediate problems and takes a broad perspective to identify innovative solutions.
  • Able to "zoom out" on a problem, in order to ask the right questions, and explain complex issues in simple terms
  • Critical Thinking: Critically and logically evaluates the cost, risks and benefits of alternatives before coming to a solution. Probes and looks past symptoms to determine the underlying causes of problems and issues. Approaches problems holistically; defines connections, linkages, interdependencies and develops solutions.
  • Execution/Drives Results: Focuses on important information without getting bogged down in unnecessary detail.  Effectively communicates insights and results with team members.
  • Decision Making: Recognizes the broad, systemic implications of problems and issues. Makes quick decisions in high stake situations, crises or conditions of uncertainty. Takes responsibility for communicating and implementing decisions.
  • Influence: Cultivates networks through the organization to garner support and create a foundation for influence. Negotiate persuasively to create win-win solutions for all parties. Projects self-assurance and confidence without arrogance.
  • Able to work autonomously, manage your time, and make judgments that are in the best interest of the client.
  • Works on significant and unique issues where analysis of situations or data requires expert handling of ambiguous scenarios.

Benefits:

We have a stellar team of coworkers, a really cool office, and lots of fun activities. Oh yeah, and we pay competitive base salaries and we reward performance. Our salary structure is commensurate with experience. In addition, you will be eligible to participate in our comprehensive benefits program including medical insurance and 401(K).

The privacy of your personal information is important to us, click here to review our privacy notice.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement

Location

We're located in the heart of Manhattan's Flatiron district, surrounded by tons of great food and hangout spots. Close to the subway and the park.

An Insider's view of Haven Life

How would you describe the company’s work-life balance?

The work life balance here is defined by the ability to not have to choose between work and life. I don't have to choose between being successful at work and being successful in the things that make me happy. It's fulfilling to be at a place where you can put in the work and also enjoy the fruits of your labor.

Nick

Developer

What does your typical day look like?

I start my day with a team standup. Then it’s meetings, heads-down coding time, or collaborative work for the rest of the day. I eat at my desk when it’s busy, but I prefer to take a walk outside or get lunch with coworkers at one of the great food places nearby. I may meet with other teams to discuss projects or do a 1-on-1 with product or design.

Jasmine

Developer

How does the company support your career growth?

During my first week at Haven Life I was immediately entrusted with high-impact projects. I was given the opportunity to tackle difficult problems and engineer solutions. Career growth at Haven Life is learning-based, if you have a passion for learning, your managers and team will support your goals.

Natasha

Information Security

What unique initiatives do you have that encourage innovation?

In 2019 we hosted the Innovation Challenge, a year-long contest to develop employee-generated innovations in the life insurance space. By design, the challenge brought together employees to brainstorm ideas, pitch product ideas, develop proof of concepts, and later build the winning products in a way that was self-driven yet internally encouraged.

Todd

CTO

What makes someone successful on your team?

A successful person on a Haven Life team is open to tackling new challenges and sees them as opportunities rather than obstacles. We're growing quickly as a business, plus the conventional industry needs updating, so a Haven Life team member needs to be flexible and be okay with a little bit of ambiguity.

Khuyen

Product Manager

What are Haven Life Perks + Benefits

Culture
Volunteer in local community
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift, Matching Time and Volunteer Time Off Programs.
Partners with Nonprofits
Every year, our parent company, MassMutual and the MassMutual Foundation invest more than $20 million focused on advancing economic opportunity.
Friends outside of work
Eat lunch together
Intracompany committees
Haven Life has People & Culture committees that work on our efforts around diversity, inclusion, community volunteer efforts, recruiting best practices and planning fun company events!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A health care flexible spending account (FSA) allows employees to save money on a before-tax basis for eligible medical, dental and vision expenses, subject to IRS limits.
Disability Insurance
The company pays for basic long-term disability coverage that provides for payments of up to 50% of base pay. Employees may elect to pay for an additional 20%
Dental Benefits
Basic Dental covers preventive and basic restorative care; Major Dental covers all that Basic covers, plus restorations and orthodontia (limits apply).
Vision Benefits
Health Insurance Benefits
To learn more about our Health and Welfare Benefits please visit: https://www.massmutual.com/-/media/files/ employee_benefits.pdf
Life Insurance
For more information about our Life Insurance Benefits please visit: https://www.massmutual.com/-/media/files/ employee_benefits.pdf
Wellness Programs
Team workouts
Mental Health Benefits
Counseling and resources are available to employees and all members of their household. This benefit includes up to six free face-to-face visits per issue per year.
Retirement & Stock Options Benefits
401(K)
In addition to our 401(k), MassMutual a cash balance plan that provides an account-based pension benefit based on accruals of pay credits and interest credits.
401(K) Matching
Performance Bonus
Match charitable contributions
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift and Matching Time Programs.
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent care flexible spending account to allow you to set aside before tax dollars to pay for certain eligible child care expenses.
Generous Parental Leave
Leave for birth mothers of 18 weeks of fully paid leave. Non-birth mothers, fathers and adoptive parents eight weeks of fully paid parental leave.
Flexible Work Schedule
Flexible work arrangements, including telecommuting, are available in many departments across the company.
Family Medical Leave
Caregiver leave: Up to two weeks paid leave to care for a loved one. Bereavement Leave: 15 days of paid time off to grieve the loss of a loved one with the employee defining who the loved one is.
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid holidays: 9 fixed and 1 floating. Vacation: starts at 19 vacation and personal days per calendar year, with increases at 5-year service intervals.
Paid Volunteer Time
Three days of paid time off is available to employees annually to give back to their communities, by sharing their time and talent with a cause close to their heart.
Paid Holidays
Paid Sick Days
Occasional illness: up to 5 days per calendar year
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
We bring our team together during the summer and end of the year.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Since remote we've hosted virtual themed happy hours.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Lunch and learns on various topics from insurance 101 to nutrition.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

To learn more about our comprehensive benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf

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