Customer Support Agent
3 weeks ago
**Customer Support Agent**
Remote / Customer Support / Full-time About Ease: Ease is the #1 rated benefits administration and HR software for businesses with 2250 employees, powered by insurance brokers. 70,000+ employers trust Eases innovative SaaS service model to set up and manage benefits, onboard hires, stay compliant and offer their employees one destination for all their human resources information. Headquartered in San Francisco with offices in New York, Las Vegas, and Omaha, Ease was recently ranked number 57 in Forbes 2020 list of the top 500 startup employers in America.
What were building The Ease Customer Support team is growing, and were looking for people to join us on our journey to reimagine how we service our customers. Were looking for candidates who are passionate about service, comfortable with technology platforms and enjoy learning. If youre interested in a career in SaaS, Insurtech, HRIS, Payroll or Customer Experience this is a great opportunity for you. **Responsibilities:**
+ Assist Brokers, and Company Administrators with a broad range of topics across the Ease platform.
+ Educate users on best practices, troubleshooting steps, and ways to maximize their efficiency and effectiveness while using Ease
+ Document information about the case, resolution or feedback in order to help inform the strategic direction of the company.
+ Partner with internal teams to resolve complex issues, while championing our customers' needs throughout the process.
+ At times youll communicate with third parties to resolve and investigate issues.
+ This is a contact center environment, youll be working from a case queue, and will manage your time between new cases, and cases that require further follow-up. Our volume is seasonal and we operate in a fast-paced environment.
+ We service customers via Phone, Chat, or Email and youll be using a handful of internal systems.
**Qualifications:**
+ Minimum of one year in a customer facing role
+ Strong communication and interpersonal skills, including exceptional phone and written skills.
+ Passion for learning, and an ability to communicate complex issues in a clear and educational manner.
+ Ability to manage your time effectively and stay organized.
+ Proficient using technology and navigating multiple systems
+ Access to reliable internet and a workspace with limited background distractions
+ Experience with employee benefits (i.e., medical, dental, vision) preferred
+ Experience with Google Suites, Zendesk and Microsoft Excel preferred
+ Experience with SaaS products helpful
+ Knowledge of Atlassian, Jira and Confluence helpful
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