Zywave provides unique, industry-leading solutions for insurance brokers, and is hiring an Customer Support Specialist to help maintain our level of excellence. A Zywave Customer Support Specialist will provide problem resolution for partners in a fast-paced and evolving environment, clearly communicating technical solutions, while working both independently and within a team. Zywave’s Customer Support Specialists are a large part of our high level of customer satisfaction and loyalty.

What You Will Do:

Communication & Technology:

• Under general supervision, provide timely technical support to customers on Zywave products through both written and verbal communications.
• Interact and consult with customers on network administration, software systems, and intranet/internet to support Zywave products.
• Prioritize and solve complex technical issues based on established processes and workflows, escalating as necessary.
• Collaborate with other members of Support to analyze and respond to customer inquiries.
• Act as liaison between customers and Zywave’s Research & Development team.
• Acquire and maintain current technical knowledge necessary to provide accurate solutions to customer inquiries.

Information Management:

• Record, track and document customer requests, updating through to final resolution.
• Maintain knowledge base through addition of new, and editing of existing articles.
• Supply user feedback to assist with development of future products and enhancements.
• Ability to meet and exceed performance metrics as outlined by Zywave management regarding quantity of cases, average turnaround time, and customer satisfaction.
• Dedication to developing multi-tasking skills to manage constant requests for information and ensure proper follow through with each case.

Additional Responsibilities

• Serve as a subject matter expert on at least one Zywave product and assist in training newer members of the team.
• Adapt and exhibit patience to varying personalities and with changing situations and environments.
• Assist Zywave staff as needed and available, providing excellent support for both internal and external users.
• Perform other tasks on projects as needed/assigned by management.
• Participate in group activities and ongoing trainings regarding best practices.
• Develop and act upon individual, team, and company goals.
• Recognize colleagues regularly for providing assistance.

What You Should Have:

• Bachelor’s degree in Business, Communications, Information Technology or related discipline.
• Effective written and verbal communication skills, able to explain technical / complex information to nontechnical audiences.
• Able to provide a positive customer service experience.
• Demonstrated analytical skills and independent problem solving ability are required.
• Ability to manage time effectively and collaborate to achieve goals as part of a team.
• Commitment and willingness to strive toward achieving Zywave’s goals.
• Demonstrated flexibility and responsiveness to work in an ever changing environment.
• Desire to develop oneself and take advantage of opportunities to practice and enhance business/technical skills.
• Display mutual trust and confidence while contributing to an ethical and respectful culture.
• Knowledge of group insurance/administration including health benefits or property & casualty/risk management industry helpful.
• Must be able to type and sit for long periods of time and resolve issues over the phone and via email/internet.
• Technical requirements include:
• Proficient in Microsoft Office, including Outlook.

Why pick Zywave?

Zywave is a cutting-edge SaaS company that has led the digital revolution of the insurance industry over the last 25 years. We continue to make waves by launching new product functionality and integrations to deliver a world-class customer experience. Since 2020, Zywave has acquired seven insurtech companies representing over 1,100 employees globally. With our remote-first environment and core values that encourage employees to grow, belong and transform professionally there are endless opportunities to build new skills and relationships. Why wait to hop aboard the rocket ship? Get onboard now!

#LI-MH1