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Certificial · 22 hours ago

User Support Specialist (Remote)

United States

Full-time

Remote

Entry Level

$50K/yr - $65K/yr

1+ years exp

Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. The User Support Specialist will join the support team to assist users with onboarding and general support issues while providing excellent customer service.

Financial ServicesInsuranceInsurTechRisk Management

Responsibilities

Efficiently manage a high ticket volume while maintaining a fast pace and high-quality responses

Assist all stakeholders, including Requestors (Companies), Insureds (Suppliers), and Agencies and Brokers, with onboarding and general support issues

Provide excellent customer service with stakeholders (email, phone and chat) while documenting conversations, exchanges, or sessions in our support ticketing system

Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting

Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills

Troubleshoot complex issues by identifying root causes and workarounds

Collaborate cross-functionally with Engineering and Product teams to identify, report, and resolve recurring platform issues

Develop knowledge on Certificial systems and the insurance industry to support efficient customer interactions

Ability to plan schedules and organize workload to meet deadlines

Work cross-functionally with other teams

Adhere to company policies, procedures, and guidelines

Other duties as assigned