[Remote] User Support Specialist (Remote)
Note: The job is a remote job and is open to candidates in USA. Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. The User Support Specialist will join the support team to assist users with onboarding and general support issues while providing excellent customer service.
Responsibilities
- Efficiently manage a high ticket volume while maintaining a fast pace and high-quality responses
- Assist all stakeholders, including Requestors (Companies), Insureds (Suppliers), and Agencies and Brokers, with onboarding and general support issues
- Provide excellent customer service with stakeholders (email, phone and chat) while documenting conversations, exchanges, or sessions in our support ticketing system
- Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting
- Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills
- Troubleshoot complex issues by identifying root causes and workarounds
- Collaborate cross-functionally with Engineering and Product teams to identify, report, and resolve recurring platform issues
- Develop knowledge on Certificial systems and the insurance industry to support efficient customer interactions
- Ability to plan schedules and organize workload to meet deadlines
- Work cross-functionally with other teams
- Adhere to company policies, procedures, and guidelines
- Other duties as assigned
Skills
- BA/BS degree or equivalent work experience
- 1+ years of user support experience
- 2+ years of proven experience in solving complex challenges
- Experience with multi-tasking in a high-energy environment
- Excellent communicator and creative thinker
- Ability to compose grammatically correct, concise, and accurate written responses and notations
- Technically inclined with a drive to challenge existing processes and innovate
- Insurance industry experience a plus
Benefits
- Health, dental, and vision insurance
- No waiting period for enrollment
- 401(k) with company match
- Employer-paid STD/LTD
- Unlimited PTO
- Employee Assistance Program
- Special employee discounts
- Virtual team-building activities
Company Overview