Job Information

Industry

Technology

Work Experience

2+ years

Salary

$50,000 - $65,000

Job Description

This is a remote position.

Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. We’re a fast-growing InsurTech searching for a User Support Specialist to add to our growing team.

As a User Support Specialist, you will join our support team focused on answering questions from our Users related to the general use of the system, getting users onboarded, and questions related to Certificial’s features and functionality. We are looking for business-minded team members to help us support growth and provide excellent customer service to all stakeholders. This is a full-time role with a schedule of 9 AM - 6 PM Eastern.

What you’ll do:

Efficiently manage a high ticket volume while maintaining a fast pace and high-quality responses
Assist all stakeholders, including Requestors (Companies), Insureds (Suppliers), and Agencies and Brokers, with onboarding and general support issues
Provide excellent customer service with stakeholders (email, phone and chat) while documenting conversations, exchanges, or sessions in our support ticketing system
Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting
Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills
Troubleshoot complex issues by identifying root causes and workarounds
Collaborate cross-functionally with Engineering and Product teams to identify, report, and resolve recurring platform issues
Develop knowledge on Certificial systems and the insurance industry to support efficient customer interactions.

Other Functions:

Ability to plan schedules and organize workload to meet deadlines
Work cross-functionally with other teams
Adhere to company policies, procedures, and guidelines
Other duties as assigned

What you’ll bring:

1+ years of user support experience
2+ years of proven experience in solving complex challenges
Experience with multi-tasking in a high-energy environment
Excellent communicator and creative thinker
Ability to compose grammatically correct, concise, and accurate written responses and notations
Technically inclined with a drive to challenge existing processes and innovate
Insurance industry experience a plus

Compensation:

This role will receive a competitive base salary, bonus, and benefits. The base salary range for US-based employees is $50,000-$65,000.
Various factors are considered when determining someone's leveling and compensation, including a candidate's professional background and experience. These numbers may be modified in the future, and final offer amounts may vary from those listed above. Please continue to apply if you are unsure that you fit into our compensation structure.

Perks and Benefits:

Health, dental, and vision insurance
No waiting period for enrollment
401(k) with company match
Employer-paid STD/LTD
Unlimited PTO
Employee Assistance Program
Special employee discounts
Virtual team-building activities

About us:

Certificial uses real-time data to ensure businesses have continuous, compliant insurance coverage. We combine certificate issuance and compliance management into one simple platform, eliminating risk, ensuring compliance, and reducing costs for every stakeholder in the COI process - Insureds, Agents & Brokers, and Requestors. This is our Smart COI Network.

We are an entirely remote team transforming how businesses and their suppliers share insurance coverage information by moving from point-in-time documents to real-time data.

We have diverse backgrounds, interests, and lifestyles as a team, but we are united by our values. We are driven by excellence and aspire to improve every day, take extreme ownership and responsibility for our own success, are problem solvers and believe in process transformation, believe in transparency in our company and on our platform, and are mindful and respectful of others’ viewpoints.

Employment at Certificial is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.

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User Support Specialist (Remote)