Brief Description
Zywave provides unique, industry-leading solutions for insurance brokers, and is hiring a Customer Support Specialist to help maintain our level of excellence. A Zywave Customer 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 Customer 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.
Information Management:
- 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.
Additional Responsibilities
- 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.
What You Should Have:
- 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.
