Team Lead - Digital Marketing

AgentSync Customer Support Specialist

AgentSync is an insurance technology company that provides modern infrastructure to connect insurance carriers, agencies, and producers. It uses automated workflows, real-time data, and APIs to streamline the complex processes of producer onboarding, licensing, and appointing. By digitizing and automating these tasks, AgentSync aims to improve efficiency, ensure compliance, and help insurance companies grow their distribution networks.

Responsibilities

Provide hands-on product/customer support for our customers within AgentSync's culture and values – most especially Customer Love.

Build and cultivate trusted, transparent relationships with our beloved customers and exceed their expectations during every phase of the customer and product support lifecycle.

Use your love of Salesforce and deep understanding of AgentSync's products to understand customer requests, inquiries, and product feature requirements.

Use your Agile skills to be the insightful, accurate 'voice of customer' for our product, engineering, customer success, sales, and marketing teams.

Accurately and transparently document, track and effectively communicate customer/product support requests, resolutions, product bugs, and feature enhancements with customers and internal AgentSync teams.

Create and iterate on the foundational customer/product support and product feedback loop best-practices processes, tools, and systems for our fast-growing CS teams to thrive and succeed.

Basic Qualifications

5+ years of work experience in Mid-Market/Enterprise SaaS environment.

Experience with Salesforce configuration, administration or power user; i.e., reports and dashboards, list views, data loading, field and object customization. Hands-on experience in Salesforce Trailhead or progress towards a Salesforce Admin Certification a plus!

5+ years in hands-on product/customer support, customer success, technical account management role.

Natural problem-solver, comfortable with complexity and ambiguity.

High-energy, team-first attitude: motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business.

Demonstrated ability to partner cross-departmentally to improve strategy and processes.

Ability to coach, train and mentor others to mutual success of the team.

What We Offer

The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.

Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.

The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.

A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.

Flexible health and financial benefits to support you and your eligible dependents —from day one.

True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.