Job Description

This position requires customer support for agents using software for their clients. Communicating with agents regarding any support required to use the software.

Overview

The 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 functions

• Act as a voice of the user’ focused on agents, sales support, and internal staff
• Assist in the creation of amazing agent experiences as part of the enablement project
• Work directly with management to help map out and decide on features and user stories, based on agent feedback, internal team, and external channels’ processes
• Assist with the innovation and development of carrier inbound data for ready to sell reports, agent information, new digitally supported products, and more
• Support the analytics team to build effective sales reports, dashboards and insights for agent and team use
• Join 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 more
• Respond to agent queries in a timely and accurate way, via phone, email or chat and open and manage critical items to provide solutions
• Identify agent needs and guide agents to use and test specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Implement and manage effective UAT for all processes
• Update internal databases with information about technical issues and useful discussions with agents
• Monitor agent complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform agents about new features and functionalities
• Assist in interviews, feedback gathering, and discussions with agents with regards to technologies and solutions
• Gather agent feedback and share with management
• Work directly with Product and Platform Leads, specifically the Agent Success Teams
• Other duties as assigned

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