[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Zywave provides unique, industry-leading solutions for insurance brokers, and is hiring a Customer Support Specialist to help maintain our level of excellence. The role involves providing problem resolution for partners in a fast-paced environment, clearly communicating technical solutions, and collaborating with team members to enhance customer satisfaction.
Responsibilities
- Under general supervision, provide timely technical support to customers on Zywave products through both written and verbal communications
- Interact and consult with customers on network administration, software systems, and intranet/internet to support Zywave products
- Prioritize and solve complex technical issues based on established processes and workflows, escalating as necessary
- Collaborate with other members of Support to analyze and respond to customer inquiries
- Act as liaison between customers and Zywave’s Research & Development team
- Acquire and maintain current technical knowledge necessary to provide accurate solutions to customer inquiries
- Record, track and document customer requests, updating through to final resolution
- Maintain knowledge base through addition of new, and editing of existing articles
- Supply user feedback to assist with development of future products and enhancements
- Ability to meet and exceed performance metrics as outlined by Zywave management regarding quantity of cases, average turnaround time, and customer satisfaction
- Dedication to developing multi-tasking skills to manage constant requests for information and ensure proper follow through with each case
- Serve as a subject matter expert on at least one Zywave product and assist in training newer members of the team
- Adapt and exhibit patience to varying personalities and with changing situations and environments
- Assist Zywave staff as needed and available, providing excellent support for both internal and external users
- Perform other tasks on projects as needed/assigned by management
- Participate in group activities and ongoing trainings regarding best practices
- Develop and act upon individual, team, and company goals
- Recognize colleagues regularly for providing assistance
Skills
- Bachelor's degree in Business, Communications, Information Technology or related discipline
- Effective written and verbal communication skills, able to explain technical / complex information to nontechnical audiences
- Able to provide a positive customer service experience
- Demonstrated analytical skills and independent problem solving ability are required
- Ability to manage time effectively and collaborate to achieve goals as part of a team
- Commitment and willingness to strive toward achieving Zywave's goals
- Demonstrated flexibility and responsiveness to work in an ever changing environment
- Desire to develop oneself and take advantage of opportunities to practice and enhance business/technical skills
- Display mutual trust and confidence while contributing to an ethical and respectful culture
- Must be able to type and sit for long periods of time and resolve issues over the phone and via email/internet
- Technical requirements include: Proficient in Microsoft Office, including Outlook
- Knowledge of group insurance/administration including health benefits or property & casualty/risk management industry helpful
Company Overview
Company H1B Sponsorship