Associate Support Specialist

2 weeks ago

Work from Home, Philippines Zywave, Inc. Full time ₱400,000 - ₱600,000 per year

Zywave provides unique, industry-leading solutions for insurance brokers, and is hiring an Associate Support Specialist to help maintain our level of excellence. A Zywave Associate Support Specialist will provide problem resolution for partners in a fast-paced and evolving environment, clearly communicating technical solutions, while working both independently and within a team. Zywave's Associate Support Specialists are a large part of our high level of customer satisfaction and loyalty.

What You Will Do:

Communication & Technology:

  • Under general supervision, provide timely technical support to customers on Zywave products through both written and verbal communications.
  • Interact and consult with customers on network administration, software systems, and intranet/internet to support Zywave products.
  • Prioritize and solve complex technical issues based on established processes and workflows, escalating as necessary.
  • Collaborate with other members of Support to analyze and respond to customer inquiries.
  • Act as liaison between customers and Zywave's Research & Development team.
  • Acquire and maintain current technical knowledge necessary to provide accurate solutions to customer inquiries.

Information Management:

  • Record, track and document customer requests, updating through to final resolution.
  • Maintain knowledge base through addition of new, and editing of existing articles.
  • Supply user feedback to assist with development of future products and enhancements.
  • Ability to meet and exceed performance metrics as outlined by Zywave management regarding quantity of cases, average turnaround time, and customer satisfaction.
  • Dedication to developing multi-tasking skills to manage constant requests for information and ensure proper follow through with each case.

Additional Responsibilities

  • Serve as a subject matter expert on at least one Zywave product and assist in training newer members of the team.
  • Adapt and exhibit patience to varying personalities and with changing situations and environments.
  • Assist Zywave staff as needed and available, providing excellent support for both internal and external users.
  • Perform other tasks on projects as needed/assigned by management.
  • Participate in group activities and ongoing trainings regarding best practices.
  • Develop and act upon individual, team, and company goals.
  • Recognize colleagues regularly for providing assistance.

What You Should Have:

  • Bachelor's degree in Business, Communications, Information Technology or related discipline.
  • Effective written and verbal communication skills, able to explain technical / complex information to nontechnical audiences.
  • Able to provide a positive customer service experience.
  • Demonstrated analytical skills and independent problem solving ability are required.
  • Ability to manage time effectively and collaborate to achieve goals as part of a team.
  • Commitment and willingness to strive toward achieving Zywave's goals.
  • Demonstrated flexibility and responsiveness to work in an ever changing environment.
  • Desire to develop oneself and take advantage of opportunities to practice and enhance business/technical skills.
  • Display mutual trust and confidence while contributing to an ethical and respectful culture.
  • Knowledge of group insurance/administration including health benefits or property & casualty/risk management industry helpful.
  • Must be able to type and sit for long periods of time and resolve issues over the phone and via email/internet.
  • Technical requirements include:
  • Proficient in Microsoft Office, including Outlook.

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