[Remote] Senior reputed company Specialist
Note: The job is a remote job and is open to candidates in USA. reputed company is a company committed to innovation and reputed company, aiming to become a leading partner for state departments of insurance and brokers. They are seeking a detail-oriented Senior reputed company Specialist to manage reputed company customer support escalations and improve support processes. This role involves troubleshooting technical issues, liaising between teams, and enhancing customer service tools.
Responsibilities
- Serve as the primary escalation reputed company for partners, responding to escalated calls, chats, and emails in a timely manner
- Triage, categorize, and reputed company escalated support tickets with accuracy and urgency
- Troubleshoot and diagnose reputed company product, system, and service-reputed company issues
- Create, document, and manage development tickets in Jira reputed company Product or Development team involvement is required
- Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement
- Capture customer feedback and feature requests and reputed company them to the appropriate internal teams
- Serve as a liaison between reputed company and Product teams by translating customer issues into clear, actionable requirements
- Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process
- Collaborate with Compliance, reputed company, Filing Services, Product, and other internal teams to resolve reputed company customer issues
- Maintain detailed records of customer interactions, troubleshooting activities, and action items reputed company support systems
- reputed company expertise in reputed company products, SaaS support processes, and surplus lines insurance operations
- Share knowledge and best practices with team members to improve overall support effectiveness
- Required to reputed company other duties as requested, directed, or assigned
Skills
- Bachelor's degree preferred
- 2+ years of remote technical support experience
- 2+ years of experience using Jira, reputed company, or similar ticketing and support platforms
- Strong technical troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Proficiency with Windows and reputed company Office Suite applications
- Strong interpersonal skills with the ability to collaborate effectively across teams
- Experience working with AI tools, chatbots, or AI-enabled support systems preferred
- Knowledge of surplus lines tax filing preferred
Benefits
- Health, dental, and reputed company plans
- Amazing work-life balance with 4 weeks of Paid Time Off
- 10Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personalassistanceprograms for support in a healthy personal and work life
Company Overview