Brief Description
Zywave is a leading SaaS (Software as a Service) company, providing innovative solutions to our customers. As a Customer Service Business Analyst, you will play a crucial role in helping our customers use our software products.
What You Will Do
Communication & Technology
- Under general supervision, provide timely technical support to customers on Zywave products through written and verbal communication.
- Deep-dive into complex ClarionDoor and MGA Hub issues requiring configuration changes, scripting (XSLT/XML/JSON/JavaScript), or rating algorithm adjustments.
- Interact and consult with customers on network administration, software systems, and intranet/internet to support Zywave products.
- Prioritize and resolve 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 a liaison between customers and Zywave's Research & Development team to communicate issues, patterns, and potential improvements.
- Acquire and maintain current technical knowledge necessary to provide accurate solutions to customer inquiries.
Information Management
- Record, track, and document customer requests in Salesforce and Jira, updating through to final resolution.
- Document technical findings, fixes, and configuration patterns in Confluence to enhance team knowledge sharing.
- Maintain knowledge base articles through the addition of new content and improvement of existing documentation.
- Supply user feedback to assist with development of future products and enhancements.
- Meet and exceed performance metrics outlined by Zywave management regarding case volume, turnaround time, and customer satisfaction.
- Develop strong multitasking skills to manage multiple requests and ensure proper follow-through with each case.
Additional Responsibilities
- Serve as a subject matter expert on at least one Zywave product and assist in training newer team members.
- Adapt and exhibit patience with varying personalities and changing environments.
- Provide excellent support for both internal and external users.
- Perform other project tasks as needed or assigned by management.
- Participate in group activities and ongoing training regarding best practices.
- Contribute to a culture of recognition by regularly acknowledging colleagues for providing assistance.
What You Should Have
- Bachelor's degree in Business, Communications, Information Technology, or related discipline.
- Effective written and verbal communication skills; able to explain complex technical information to nontechnical audiences.
- Demonstrated analytical skills and independent problem-solving ability.
- Proven ability to provide an exceptional customer service experience.
- Strong time management and collaboration skills to achieve team goals.
- Commitment to Zywave's values and goals, with flexibility to adapt to changing business needs.
- Desire for continuous professional and technical development.
- Understanding of insurance rating, forms, or policy administration systems (particularly within Property & Casualty or MGA environments) is highly beneficial.
- Proficiency in Microsoft Office, including Outlook.
- Ability to sit and type for extended periods while resolving issues via phone and email.
Why Work at 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.
