CLIENT SUPPORT SPECIALIST

Job Summary: Provide technical support to customers by assessing software setups and analyzing errors to identify solutions. Lead project development efforts and implement changes in collaboration with our customers. Coordinate programming with external software vendors for company forms and formulas related to our Accounts. Assists with demonstrations of internal websites, portals, and applications to our outside Accounts and Agents. Provide administrative and record-keeping support to Accounts and Agents. Responsible for distributing reports that detail business and accounting information to our Agents and Accounts.

REQUIRED EDUCATION AND EXPERIENCE:

• Associate degree or two years of specialized training, or equivalent work experience and knowledge are required to perform the job duties.
• One to three years of experience in customer service and administrative roles.
• Communicate with accounts regarding systems, and troubleshooting. Must be prepared to interact with software vendors to address questions and resolve issues.
• Strong verbal and communication skills are necessary to relay information to a variety of individuals.
• Excellent organizational and time management skills in order to meet deadlines.
• Solid computer skills including utilizing Microsoft products, particularly Excel, Word, and Teams, is required.
• Must be capable of managing multiple projects simultaneously.

PREFERRED EDUCATION AND EXPERIENCE:

• Insurance and general business experience preferred.

ESSENTIAL RESPONSIBILITIES:

• Serve as department liaison for systems implementation and assist both external and internal customers with initial software set-up and software applications. Oversee the onboarding process and communicate with new accounts to ensure mergers, system changes and regulatory changes that pertain to our products are managed and implemented properly.
• Responds to inquiries from our vendors and accounts regarding the company forms and software. Provide technical support with data integration between account core system and CSO. Provide help configuring rates, calculations and reporting.
• Work closely with Sales, Administration and IT to make sure the onboarding requirements are met within the requested timeframes.
• Build strong relationships with our sales team, general agents, and external software vendors.
• Participate in product and program releases, ensuring effective communication within the Administration area.
• Maintain distribution systems report and address inquiries from General Agents and Accounts.
• Organize, sort, and distribute reports that provide business and accounting information to Home Office employees, General Agents, and Company Accounts.
• Keep documentation current for various reports distributed to Accounts.
• Stay current with professional affiliations to keep abreast of trends and development of area assignment; serve as a technical liaison for area of expertise and works with appropriate others to assure representation of department scopes across infrastructure.
• Work with company management to ensure open lines of communication regarding department services or needs, facilitation of workflow and processes. Identify and implement opportunities for improving quality and productivity, workflow and processing controls throughout the department.
• Assist with special projects and other assigned duties, including providing backup and coverage for different areas when needed.
• Interact with other department members to resolve problems and inquiries and to allow for efficient data and information flow.
• Perform other related duties as assigned.