[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

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