Customer Support Specialist

Brief Description
Support Specialist – Customer Experience
Zywave is a leading SaaS (Software as a Service) company, providing innovative solutions to our customers. As a Support Specialist, you will play a crucial role in helping our customers use and troubleshoot our software products.

Are you a customer support superstar looking to make a difference? Look no further than Zywave As a Support Specialist, you'll use your skills and curiosity to guide customers toward solutions, troubleshoot technical issues, and deliver an exceptional experience across phone, email, and chat.

At Zywave, we're building a high-performance, employee-first culture rooted in trust, growth, and care. You'll be the face of our brand—helping customers, collaborating with teammates, and embodying our core values: Belong, Grow, and Transform.

Why Join Zywave?

• You value making a difference. Our partners rely on us. When something goes wrong, we step up to make it right.
• You put the customer first. Every customer is unique. You treat them with empathy, not as a transaction.
• You learn on the fly. Change is constant, and you're ready to adapt and grow.
• You're compassionate. You listen, understand, and respond with care.
• You love solving problems. You make the complex feel simple through clear communication and technical ability.
• You care about your development. We support your growth and well-being with a healthy work/life balance.
• You're a team-player. Your voice matters. Collaboration and feedback are part of how we thrive.
• You want to grow your tech skills. You'll work with tools like Microsoft, Salesforce, and Atlassian to level up your business acumen.

What You Will Do
Customer Support and Communication

• Provide support to customers via phone, email, and chat, using your knowledge of Zywave products, browser behavior, and basic internet tools to troubleshoot and resolve issues.
• Communicate clearly and proactively with customers and teammates to share updates, manage expectations, and ask questions early.
• Collaborate with Support team members through proper channels to respond to customer questions and concerns.
• Act as a liaison between customers and Zywave's Research and Development team.
• Represent Zywave with professionalism and empathy in every interaction.

Information Management and Problem Solving

• Record, track, and update customer requests through resolution.
• Help maintain and improve our knowledge base by updating and creating helpful articles.
• Share customer feedback to support product improvements and future enhancements.
• Meet or exceed performance goals for case volume, turnaround time, and customer satisfaction.
• Build multitasking skills to manage multiple requests and ensure timely follow-up.

Teamwork and Growth

• Our team offers clear, structured career paths—so you'll always know how to grow and what it takes to get there.
• Become a subject matter expert on at least one Zywave product and help train new team members.
• Take part in team activities and training to learn and feel included.
• Set and work toward goals for yourself, your team, and the company.
• Thank and recognize coworkers when they help or do great work.
• Be ready to help with other tasks when asked, even if they're not part of your usual job.
• Support Zywave staff and users with excellent service, both internally and externally.

What You Should Bring

• Bachelor's degree in Business, Communications, Information Technology, or a related field, or equivalent experience in a related role.
• Strong written and verbal communication skills; able to explain technical ideas to non-technical people.
• A positive attitude and focus on providing great customer service.
• Good problem-solving and analytical thinking skills.
• Ability to manage time well and work with others to reach team goals.
• Flexibility and openness to change in a fast-moving environment.
• Interest in learning and growing your business and technical skills.
• Respect for others and commitment to a positive, ethical workplace.
• Knowledge of group insurance, health benefits, or property and casualty/risk management is helpful.
• Able to sit and type for extended periods and resolve issues by phone, chat, and email.
• Salesforce experience is a plus but not required.

Why Work at Zywave?

Zywave empowers insurers and brokers to drive profitable growth and thrive in today's escalating risk landscape. Only Zywave delivers a powerful Performance Multiplier, bringing together transformative, ecosystem-wide capabilities to amplify impact across data, processes, people, and customer experiences. More than 15,000 insurers, MGAs, agencies, and brokerages trust Zywave to sharpen risk assessment, strengthen client relationships, and enhance operations. Additional information can be found