Saas Support Specialist

Software as a Service (SaaS) Support Specialist

The Software as a Service (SaaS) Support Specialist is responsible for ensuring customer success by providing first-level support for all external customers through superior, in-depth knowledge of company software products. This is accomplished by engaging customer support requests via phone and help desk ticketing system, initiating screen-sharing sessions to help diagnose and resolve customer support issues, creating/updating technical documentation, gathering and translating customer feedback, and effectively communicating with team members within the company's Support Team.

Responsibilities

Essential Functions:

• Provide remote software support for new and existing agency and carrier customers.
• Create and update technical support materials on company support website.
• Provide Tier One Support responding to product issues/questions.
• Provide timely and accurate information to incoming customer calls and support tickets.
• Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements
• Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team.
• Escalate problems to appropriate individuals within the SuranceBay team.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Versatile attitude with the ability to work independently within a small team.

Competencies:

• Customer/Client Focused
• Superior Phone Skills
• Problem-Solver
• Technical proficiency with supporting web-based applications on Windows and MacOS
• Time Management
• Communication Proficiency
• Stress Tolerance/Patience
• Teamwork Oriented
• Insurance industry knowledge and/or ability to learn quickly

Qualifications

Requirements:

• Proven software support experience
• Strong phone and e-mail contact handling skills
• Ability to multi-task, prioritize and manage time effectively
• Ability to easily adapt to changing work situations
• Technical documentation experience
• A quiet home work space with fast, reliable internet