Customer Success & Support Specialist

This position requires customer support for agents using software for their clients. Communicating with agents regarding any support required to use the software.OverviewThe Customer Success and Support responsibilities include innovating and expanding the support, experience, and communications process for agents as part of the overall enablement project(s). This includes resolving user queries, recommending solutions and guiding users through features and functionalities of proprietary and third-party technical solutions, supporting the Product and Program Leads and more. To be successful in this role, you should be an excellent communicator who's able to earn users' trust.Essential job functionsAct as a voice of the user' focused on agents, sales support, and internal staffAssist in the creation of amazing agent experiences as part of the enablement projectWork directly with management to help map out and decide on features and user stories, based on agent feedback, internal team, and external channels' processesAssist with the innovation and development of carrier inbound data for ready to sell reports, agent information, new digitally supported products, and moreSupport the analytics team to build effective sales reports, dashboards and insights for agent and team useJoin product mapping and vision discussions as part of the enablement team to help create the solution roadmap for multiple initiatives including, sales enablement, digital transformation, additional sales channels, and moreRespond to agent queries in a timely and accurate way, via phone, email or chat and open and manage critical items to provide solutionsIdentify agent needs and guide agents to use and test specific featuresAnalyze and report product malfunctions (for example, by testing different scenarios or impersonating users)Implement and manage effective UAT for all processesUpdate internal databases with information about technical issues and useful discussions with agentsMonitor agent complaints on social media and reach out to provide assistanceShare feature requests and effective workarounds with team membersInform agents about new features and functionalitiesAssist in interviews, feedback gathering, and discussions with agents with regards to technologies and solutionsGather agent feedback and share with managementWork directly with Product and Platform Leads, specifically the Agent Success TeamsOther duties as assigned

Created: 2025-03-03