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Client Support Analyst- Benefits

2 months ago

Salt Lake City, United States Employee Navigator Full time
*Internal candidates only*

About the Role

The Client Support Analyst will deliver a world-class experience to our customers. The Client Software team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help all our users become Employee Navigator experts. As a Support Analyst, you will be responsible for helping resolve some of the more complex issues based on your expertise with Employee Navigator's platform.

Here's what you'll do day-to-day:
  • Serve as a subject matter expert for one or more of the following products in the Employee Navigator platform: Benefits, Payroll, Pre-tax/COBRA/TPA, Carriers, 834, Third Party, HR and/or ACA
  • Act as player-coach by spending one-third of your time providing frontline support to our customers.
  • Act as a liaison between Support and Product Management.
  • Research and resolve inquiries escalated to Tier 2 in a timely manner.
  • Perform weekly audits of resolved tickets to monitor accuracy in resolutions and identify coaching opportunities for individual employees.
  • Takes the extra time and care to provide real-time coaching to Specialists and Team Leads, as needed.
  • Know when to push issues up for additional assistance.
  • Advise clients and Support on opportunities where the software can be used more efficiently to improve their day-to-day operations.
  • Must document internal processes and training to support the growth of the business. Conduct training sessions for new hires and existing employees.
  • Diligently document processes and provide feedback to help improve the Analyst role
Qualifications:
  • At least 3 years of experience working in a consultative-support role helping clients resolve complex problems by understanding what they want to achieve before providing a solution.
  • Minimum 16 months of experience working with the Employee Navigator software.
  • Completed and passed the Benefits Certification course.
  • Knows when and how to identify critical issues as urgent while also getting them reported to Product in a timely manner.
  • Has the ability to quickly pinpoint the origin of issues and possesses the aptitude to know the "ins and outs" of 100% of the known issues for the area of expertise.
  • Possess superior skills that include the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious when interacting with our clients and staff.
  • Provide responses to challenging questions in a timely manner that are easy to understand.
  • Knows when to seek assistance or request feedback.
  • Consistently seeks to improve their own knowledge, the client's knowledge, and the product itself.
  • Is a motivated problem solver who can accurately document and communicate issues.
  • Has shown the aptitude to write detailed documentation.
  • Is highly organized and has demonstrated the use of these skills.
  • Demonstrates humility by being worried they are incorrect and strives to get the best solution.