Support Engineer

• Serve as primary point of contact for clients, providing responsive, empathetic technical support via phone, email, and chat
• Prioritize and resolve customer issues based on severity and SLAs; address urgent issues swiftly
• Guide and educate clients through troubleshooting steps and software features; provide training and best practices
• Collaborate with cross-functional teams; act as voice of the customer and escalate as needed
• Maintain detailed records of client interactions and solutions; document and share knowledge
• Empower clients to use the platform effectively and maximize value
• Stay informed on product updates, new features, and industry trends
• Balance quality and efficiency while managing multiple support requests
• Provide customer feedback to product teams to drive improvements
• Temporary role reporting to the Manager, Benefits Expert Services; support during ACA reporting season; fully remote (U.S.)

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