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Customer Support Specialist

USA, IL | Full Time
17 Days Ago

Job Description

Remote Opportunity 

 

About Convr: Commercial Insurance Carriers are falling short on delivering compelling customer experiences. Outdated business processes, inaccurate data and technologies are holding them back from elevating and delivering on better customer experience. In addition, this is adding costs to doing business. Above and beyond the customer experience these issues increase a carrier’s expense ratio and manual entry errors cost time and money. With Convr, commercial P&C insurers manage the underwriting process from submission to quote with an on-demand software platform with a built-in Artificial Intelligence decisioning engine, empowering them to make better decisions, faster. Our vision is to transform the world through data, discovery, decision and we do that today by empowering commercial carriers with a core underwriting management system enabling a frictionless experience, delivering superior performance, optimal efficiency and world-class customer engagement from submission to quote. Make a difference in commercial and property insurance industry by joining and leading our marketing efforts.

 

Role Overview: In this role, you will be joining the Customer Experience Team as a Customer Support Specialist. You’ll spend most of your time interacting directly with customers and ensuring that they have an amazing experience using the Convr platform. Daily tasks include gathering information from users, triaging, diagnosing, and resolving issues reported to Convr. This role will serve as the liaison between Customer Success and Product, serving as the voice of the customer to make our product better. 

 

Who You Are:

  • Accountable and has high level of integrity
  • Positive and optimistic
  • Organized and detail-oriented
  • Fueled by problem-solving and conflict resolution
  • Able to multi-task, stay focused and self-manage
  • Willing and quick to learn on the job


What You’ll be Doing:

  • Interact with customers via Zendesk Support system
  • Monitor ticket queue to ensure tickets are assigned, worked on and resolved in a timely manner
  • Identify and follow escalation protocols for critical or high priority tickets
  • Evaluate, troubleshoot, and follow-up on customer issues
  • Research systems to find missing information as applicable
  • Gather pertinent information and coordinate with internal departments to resolve issues as needed

 

Role Requirements:

  • High School Diploma or equivalent
  • Excellent communication skills (organizational, oral and written)
  • Basic knowledge of Microsoft Office Suite (Excel, Word, Outlook)
  • Customer service oriented (empathetic, responsive, patient, and conscientious)
  • Prior experience at a software/technology company preferred

 

Why Join Convr?

  • Full Transparency. We believe in open communication with our team and clients.
  • Excellent work-life balance. We believe in flexibly because "life" happens! (unlimited PTO!)
  • Team mentality. We believe in "All Hands-on Deck"! Helping one another regardless of department.
  • Everyone knows your name. We are a small company of ~50 employees. You will not be just a number! 
  • We believe in challenging yourself to develop your career.
  • We are going places! We have a passionate team taking Convr to the next level!

Skills for Customer Support Specialist

The job skills required for Customer Support Specialist include Customer Support, Customer Service, Problem Solving, Communication Skills, Customer Success,and Zendesk etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Specialist. Select any job title you are interested in and start to search job requirements.

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Career Path for Customer Support Specialist

The following is the career advancement route for Customer Support Specialist positions, which can be used as a reference in future career path planning. As a Customer Support Specialist, it can be promoted into senior positions as a Technical Customer Support Team Leader that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist. You can explore the career advancement for a Customer Support Specialist below and select your interested title to get hiring information.

How to Become a Customer Support Specialist

If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.

Step 1 Understand the job description and responsibilities of a Customer Support Specialist

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Step 2 Knowing the best tips for becoming a Customer Support Specialist can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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Step 3 View the best colleges and universities for Customer Support Specialist

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