Product Support Specialist - Tier 1

6 days ago

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The Helper Bees

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aginginplace • long term care • LTC insurance • insurtech • data analysis

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Description

• Join our winning team, recently honored as #67 on Forbes’ list of Americas Best Startup Employers for 2024! • Provide first-tier technical support to customers via phone, email, or chat, assisting with advanced troubleshooting and problem resolution. • Collaborate with Level 1 support and escalate complex issues as needed, ensuring timely resolution and customer satisfaction. • Analyze and investigate product-related problems, identify trends, and work with the product development team to implement necessary improvements or bug fixes. • Assist in creating and maintaining comprehensive product documentation, including FAQs, troubleshooting guides, and knowledge base articles. • Conduct training sessions and webinars for customers, ensuring a thorough understanding of product features, updates, and best practices. • Engage with customers to gather feedback, relay insights to the product team, and contribute to the enhancement of the product based on customer needs. • Collaborate with cross-functional teams, including product management, engineering, and quality assurance, to provide customer-focused work-arounds, solutions and feedback.

Requirements

• Ability to thrive in a fast paced environment • Ability to navigate multiple platforms • Comfort and adaptability when working with technology and learning new programs and computer systems • Strong passion for helping others and problem-solving • Must be 18 years of age or older • Associate’s degree in Information Technology (IT), Computer Science, or equivalent practical experience preferred. • Minimum of 1 year of experience in a technical support role, preferably within InsurTech • Basic familiarity with CRM systems, support ticketing platforms, and general IT troubleshooting. • Ability to learn new products and adapt to evolving technologies in a fast-paced environment. • Problem-solving mindset with a focus on identifying and addressing common customer issues effectively. • Prior experience in Long Term Care or InsurTech preferred