What are the responsibilities and job description for the Production Support Specialist position at Exzeo Group, Inc?
JOB SUMMARY
The Production Support Specialist provides support on Exzeo products to internal and external customers, generally via telephone and email communications. This role will support Exzeo in delivering outstanding customer service to our end users.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provides product support to internal and external customers
- Troubleshoots and resolves user issues, coordinating with the Business Systems Analysts and development team as needed
- Manages the resolution of issues through customer support ticketing system
- Handles administrative tasks across systems, such as creating and editing accounts
- Monitors system logs and responds to production system alerts
- Builds and maintains business relationships by providing prompt and accurate service to promote customer satisfaction
- Suggests product improvements to Business Systems Analysts
REQUIRED SKILLS & EXPERIENCE
- Proficient in Microsoft Word and Excel
- Comfortable with technology and the internet
- Excellent attention to detail
- Strong critical thinking and problem-solving skills
- Exceptional phone and email etiquette
- Eagerness to learn new systems and skills
- Leadership aptitude and ability to work well with others
- Clear, concise oral and written communication skills
- Ability to communicate in a professional manner with staff and to interact across all levels the organization
- Good organizational and time management skills and the ability to complete tasks in a timely fashion
- Strong work ethic with the ability to take initiative to apply knowledge and deliver solutions
- Understanding of Property and Casualty business functions preferred
EDUCATION & TRAINING
- Experience with SQL and no-SQL databases
- College degree preferred
- Experience with ticketing software, such as ZenDesk or Jira
- One year or more related experience and/or training; or equivalent combination and experience
- Property and Casualty (P&C) Insurance experience a plus
To foster Exzeo’s commitment to creating a collaborative work environment, remote workers will be required to report to a central office location for one week every quarter for collaboration, team building, and educational exercises.
Exzeo offers 100% employer-paid health, dental, vision, life, and disability insurance for employees, a flexible paid time off plan, a 401(k) match, and bonus potential.