Be the primary point of contact for our external customers in supporting our claims management platform
Monitor for new requests and reported incidents, responding within SLA requirements and maintaining ownership until resolution
Manage external communications with customers and internal communications with other teams in the organization to drive incidents and requests to resolution efficiently
Contribute to knowledge base articles and other documentation
Stay current with feature releases and changes to the platform to ensure a comprehensive understanding of the product and efficient support

Requirements

2+ years of technical support-related experience
Strong analytical aptitude for problem-solving skills
Excellent written and oral communication skills
Excellent customer service skills
Ability to work independently, manage time, and organize and complete work based on priority
Ability to understand general concepts and collaborate with others to analyze, troubleshoot and solve problems
API Troubleshooting experience is a plus
Experience with computer languages is a plus (especially Ruby, Python or PHP)
Experience using Zendesk or Jira is a plus

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

API troubleshootingRubyPythonPHP

Soft Skills

analytical aptitudeproblem-solvingwritten communicationoral communicationcustomer servicetime managementorganizational skillscollaboration