[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Zywave provides unique, industry-leading solutions for insurance brokers, and is hiring a Customer Support Specialist to help maintain our level of excellence. The role involves providing problem resolution for partners in a fast-paced environment, clearly communicating technical solutions, and collaborating with team members to enhance customer satisfaction.ResponsibilitiesUnder general supervision, provide timely technical support to customers on Zywave products through both written and verbal communicationsInteract and consult with customers on network administration, software systems, and intranet/internet to support Zywave productsPrioritize and solve complex technical issues based on established processes and workflows, escalating as necessaryCollaborate with other members of Support to analyze and respond to customer inquiriesAct as liaison between customers and Zywave’s Research & Development teamAcquire and maintain current technical knowledge necessary to provide accurate solutions to customer inquiriesRecord, track and document customer requests, updating through to final resolutionMaintain knowledge base through addition of new, and editing of existing articlesSupply user feedback to assist with development of future products and enhancementsAbility to meet and exceed performance metrics as outlined by Zywave management regarding quantity of cases, average turnaround time, and customer satisfactionDedication to developing multi-tasking skills to manage constant requests for information and ensure proper follow through with each caseServe as a subject matter expert on at least one Zywave product and assist in training newer members of the teamAdapt and exhibit patience to varying personalities and with changing situations and environmentsAssist Zywave staff as needed and available, providing excellent support for both internal and external usersPerform other tasks on projects as needed/assigned by managementParticipate in group activities and ongoing trainings regarding best practicesDevelop and act upon individual, team, and company goalsRecognize colleagues regularly for providing assistanceSkillsBachelor's degree in Business, Communications, Information Technology or related disciplineEffective written and verbal communication skills, able to explain technical / complex information to nontechnical audiencesAble to provide a positive customer service experienceDemonstrated analytical skills and independent problem solving ability are requiredAbility to manage time effectively and collaborate to achieve goals as part of a teamCommitment and willingness to strive toward achieving Zywave's goalsDemonstrated flexibility and responsiveness to work in an ever changing environmentDesire to develop oneself and take advantage of opportunities to practice and enhance business/technical skillsDisplay mutual trust and confidence while contributing to an ethical and respectful cultureMust be able to type and sit for long periods of time and resolve issues over the phone and via email/internetTechnical requirements include: Proficient in Microsoft Office, including OutlookKnowledge of group insurance/administration including health benefits or property & casualty/risk management industry helpfulCompany OverviewZywave leads the insurtech industry with the most comprehensive cloud platform solutions. It was founded in 1995, and is headquartered in Milwaukee, Wisconsin, USA, with a workforce of 501-1000 employees. Its website is http://www.zywave.com.Company H1B SponsorshipZywave has a track record of offering H1B sponsorships, with 1 in 2023, 3 in 2022, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role.