Remote Support Specialist - Remote
Zywave · Vereinigte Staaten von Amerika, Vereinigten Staaten Von Amerika · Remote
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Brief DescriptionZywave provides unique, industry-leading solutions for insurance brokers, and is hiring an Associate Support Specialist to help maintain our level of excellence. A Zywave Associate Support Specialist will provide problem resolution for partners in a fast-paced and evolving environment, clearly communicating technical solutions, while working both independently and within a team. Zywave’s Associate Support Specialists are a large part of our high level of customer satisfaction and loyalty.
What You Will Do:
Communication & Technology:
- 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.
- 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.
- Knowledge of group insurance/administration including health benefits or property & casualty/risk management industry helpful.
- 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.
Why pick Zywave? Zywave is a cutting edge, web-based SaaS company that has revolutionized the insurance industry by helping independent agencies leverage technology solutions to grow their business in employee benefits and property and casualty markets. Zywave has been a highly profitable and growing business for over 25 years and is consistently voted a Top Workplace, also earning an award for Milwaukee’s Coolest Office.
