Technical Support Representative

2 months ago

Johns Creek, Georgia, United States Zinnia (zinnia) Full time

Technical Support Representative

WHO WE ARE:

Zinnia is simplifying how people buy, sell, and administer insurance products. Combining intuitive enterprise technology solutions and data insights with the streamlined, consumer-facing Policygenius marketplace, Zinnia is redesigning the insurance experience for shoppers, advisors, and insurers alike - and enabling more people to protect their financial futures along the way. Zinnia has over $173.7 billion in assets under administration across 60+ carrier clients, 350 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

Our fast-paced technical support team members are responsible for fielding calls and e-mail requests from customers seeking help with our software. Our technical support reps use their software and computer knowledge combined with their knowledge of the insurance/financial services industry to provide timely and accurate solutions.

We look for results-oriented people who have initiative, a good attitude, strong technical skills, the ability to learn quickly, a willingness to succeed, and who truly enjoy helping people.

WHAT YOU'LL DO:

The Technical Support Analyst will develop a strong understanding of Zinnia's products to effectively troubleshoot issues and provide accurate solutions to our customers. Throughout the client engagement, the Technical Support Representative will:

  • remain the sole point of contact for issues that cannot be resolved during the first communication (call or e-mail). This may involve escalating the issue to a senior technician or a product manager.
  • document all customer contact and issues using an internal ticketing system.
  • communicate regularly with management to ensure proper attention to unresolved issues.
  • work to exceed customer's expectations and create a positive customer perception of the Zinnia organization.
  • provide training and/or implementation assistance when required.

WHAT YOU'LL NEED:

  • Bachelor's degree in technology, business, or a complementary discipline.

    Ability to quickly and methodically isolate and solve problems.
  • Excellent organizational skills and attention to detail.
  • Independent self-starter with a strong sense of personal responsibility for customer satisfaction.
  • Exceptional verbal and written communication skills, with the ability to interact with customers at all levels.
  • Timely follow-through on tasks and projects.
  • Enjoy working in a fast-paced environment where multi-tasking is common.
  • Comfortable working both independently and as part of a team.
  • Proficiency in using Microsoft Suite products (Internet Explorer, Excel, Word, and PowerPoint).
  • Basic understanding of relational databases and SQL.
  • Ability to quickly and easily learn new software.
  • Willingness to travel if necessary.

BONUS POINTS:

  • Experience in technical support or customer service is advantageous.
  • Knowledge of life insurance or financial services is a plus.

WHAT'S IN IT FOR YOU?

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We're looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

Notice for California residents: Information about how we collect and use your personal information can be found here.

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