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hackajob is partnering with Verisk Analytics to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
The Software as a Service (SaaS) Support Specialist is responsible for ensuring customer success by providing first-level support for all external customers through superior, in-depth knowledge of company software products. This is accomplished by engaging customer support requests via phone and help desk ticketing system, initiating screen-sharing sessions to help diagnose and resolve customer support issues, creating/updating technical documentation, gathering and translating customer feedback, and effectively communicating with team members within the company’s Support Team.
Essential Functions:
Provide remote software support for new and existing agency and carrier customers.
Create and update technical support materials on company support website.
Provide Tier One Support responding to product issues/questions.
Provide timely and accurate information to incoming customer calls and support tickets.
Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements
Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team.
Escalate problems to appropriate individuals within the SuranceBay team.
Provide timely feedback to the company regarding service failures or customer concerns.
Versatile attitude with the ability to work independently within a small team.
Competencies:
Customer/Client Focused
Superior Phone Skills
Problem-Solver
Technical proficiency with supporting web-based applications on Windows and MacOS
Time Management
Communication Proficiency
Stress Tolerance/Patience
Teamwork Oriented
Insurance industry knowledge and/or ability to learn quickly
Requirements:
Proven software support experience
Strong phone and e-mail contact handling skills
Ability to multi-task, prioritize and manage time effectively
Ability to easily adapt to changing work situations
Technical documentation experience
A quiet work space with fast, reliable internet
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hackajob is partnering with Verisk Analytics to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.