Saas Support Specialist

The Software as a Service (SaaS) Support Specialist is responsible for ensuring customer success by providing first-level support for all external customers through superior, in-depth knowledge of company software products.  This is accomplished by engaging customer support requests via phone and help desk ticketing system, initiating screen-sharing sessions to help diagnose and resolve customer support issues, creating/updating technical documentation, gathering and translating customer feedback, and effectively communicating with team members within the company’s Support Team.

Essential Functions: 

• Provide remote software support for new and existing agency and carrier customers.

• Create and update technical support materials on company support website.

• Provide Tier One Support responding to product issues/questions.

• Provide timely and accurate information to incoming customer calls and support tickets.

• Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements

• Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team.

• Escalate problems to appropriate individuals within the SuranceBay team.

• Provide timely feedback to the company regarding service failures or customer concerns.

• Versatile attitude with the ability to work independently within a small team.

Competencies:

• Customer/Client Focused

• Superior Phone Skills

• Problem-Solver

• Technical proficiency with supporting web-based applications on Windows and MacOS

• Time Management

• Communication Proficiency

• Stress Tolerance/Patience

• Teamwork Oriented

• Insurance industry knowledge and/or ability to learn quickly

Requirements:

• Proven software support experience

• Strong phone and e-mail contact handling skills

• Ability to multi-task, prioritize and manage time effectively

• Ability to easily adapt to changing work situations

• Technical documentation experience

• A quiet work space with fast, reliable internet

#LI-MC1