Position Summary 

The Customer Support Specialist role is entry level and provides platform support to our Iaas and Saas customer accounts. This position is centered around our client’s daily needs, heavily leveraging customer service and problem-solving skills. This role will oversee our internal ticketing and project management systems. In addition, you will also gain exposure to and work closely with various internal and external departments, including engineering, marketing, project management, quality control, and various insurance agency members. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Manage customer ticketing system and project management system. Which includes coordination and communication with internal departments. 

• Respond within SLA commitment.

• Proficiently track tickets from open to close, documenting resolutions and lessons learned.

• Complete an initial review of reported bugs/ issues. Attempt to recreate issues reported. Test basic fixes as they are rolled out and notify clients once resolved.

• Coordinate the receipt and launch of new partnerships (websites & Policy Crusher).

• Effectively communicate request details to our Bindable team & manage client expectations.

• Update internal documentation as changes occur to processes i.e.; work instructions and testing templates. 

• Analyze commonalities & trends in customer requests. Contribute to knowledge center databases providing solutions to common platform needs & requests.

• Special QA projects may include, but are not limited to: 

• Evaluate reporting for similarities (and/ or) anomalies

• Assist with testing before the release of a new platform partner.

• QA of new partner implementations including mockups of websites and websites once live in production

• Independently troubleshoot and suggest appropriate agent-facing solutions when possible.

Minimum Qualifications (Knowledge, Skills, and Abilities)

The minimum qualifications for this position include strong communication skills, both written and oral, as well as effective organizational skills. The ideal candidate must be able to prioritize and gracefully manage competing priorities to ensure deadlines are met. Proficiency in Google Suite, including Sheets, Gmail, Drive, and Slides, is required, and familiarity with Excel, Word, and PowerPoint is preferred. The candidate should be technologically inclined and able to learn new systems quickly. A positive "all for one" approach to team deliverables and priorities is also a must-have trait. Lastly, the ideal candidate must align with our current core values of being kind, doing the right thing, being present, and never settling.

Bindable hosts two locations (Boston, MA and Phoenix, AZ) as the preferred candidate locations, however this role is open to remote opportunities as well.