ProAssurance

Ecommerce

• Monitor and manage customer inquiries and requests for online account portal support/assistance, ensuring the appropriate routing takes place for first-level support (frontline customer service including billing and credentialing needs).
• Perform all medium- to high-level operational support responsibilities including new user registration account matching, account grouping and associations, roles and permissions assignments/re-assignments, agency user registrations in concert with Business Development.
• Execute all other online service support requiring specialized research, troubleshooting, problem-solving, etc within core business platforms (SAPIENS eOASIS policy administration system and ImageRight document management system).
• Document using identified systems of escalation and reporting (Microsoft Azure DevOps, ServiceNow Agile Project Management) and meet regularly with IT Web Development team to provide detailed analysis of higher-level support issues requiring technical/application development.
• Provide insights around identified ongoing user support and experience issues and collaborate with the Training & Development team to produce thoughtful, proactive, and informative online knowledge management and internal instructional material and channels to ensure thorough and thoughtful support.
• Act as a champion for innovative digital experience support technology and channels, exploring emergent support technologies including chat, chatbot, and AI-informed generative solutions.
• Research, develop, and present around options and opportunities in the experiential online space and work amongst EDGE group members to develop and integrate new touchpoint technologies.
• Work via ticketing system, email, and phone to triage issues and quickly rectify and respond, re-route based on issue type and provide background details, or research issues requiring escalation to IT-based Web Development support.
• Some travel might be required.

Digital Experience Analyst