Brief Description
The Critical Incident Support Specialist is responsible for responding to and managing incidents that impact customers and internal monitoring systems. This role requires rapid incident acknowledgment, detailed documentation, and proactive communication with customers and Development teams.
The role primarily requires weekend coverage with a minimum commitment of 16 hours per week (two 8-hour shifts). Additional weekday shifts from 10 PM 7 AM CST may be assigned based on business needs and individual performance.
What you will do: - Acknowledgement of incident alerts triggered in OpsGenie.
- Customer reports:
- Acknowledge the incident(s).
- Ticketing and proper documentation of incident details.
- Provide initial responses to customers within 15 minutes.
- Product testing and communication with internal stakeholders.
- Update external messaging boards with relevant incident details and status changes and proactive communication with Signature customers.
- Ongoing and follow-up communication with internal & external stakeholders.
- Regression testing and resolution communication to internal & external stakeholders.
- Internal reports:
- Acknowledgement of the incident(s).
- Ticketing, testing, and proper documentation of incident details.
- Follow the same communication and follow-up process as customer-reported incidents.
- Back-Up On-Call Duties:
- Monitor alerts to ensure the primary acknowledges them within 15 minutes.
- Provide primary coverage within 30 minutes of the initial report.
Additional Responsibilities & Future Expansion
- As part of future expansion, this role will also be available via chat channels for Signature customers beyond the current email support model.
What you should bring:
- 1-3 years of experience in technical service or customer support.
- Ability to work well under pressure and manage high-priority incidents.
- Familiarity with OpsGenie, Salesforce (SFDC), and Microsoft Teams preferred.
- Strong communication skills with the ability to document and relay technical information effectively.
This role is critical in ensuring fast response times and effective resolution of incidents, minimizing customer impact and maintaining service reliability. If you thrive in a high-pressure environment and have a strong technical support background, we encourage you to apply.
Why pick Zywave
Zywave empowers insurers and brokers to drive profitable growth and thrive in today's escalating risk landscape. Only Zywave delivers a powerful Performance Multiplier, bringing together transformative, ecosystem-wide capabilities to amplify impact across data, processes, people, and customer experiences. More than 15,000 insurers, MGAs, agencies, and brokerages trust Zywave to sharpen risk assessment, strengthen client relationships, and enhance operations. Additional information can be found at www.zywave.com.
