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Client Software Specialist
2 months ago
Employee Navigator is a rapidly growing and highly profitable $100M ARR SaaS insurance & HR technology company that works with the nation’s leading insurance carriers, payroll companies & insurance brokers. With over 300 employees across six offices, our products are designed to make it easier for our customers to manage the complexity of employee benefits & HR including benefits administration, employee onboarding and much more. Following our recent acquisition of Enrollease, Inc. (known as Ease in the industry), Employee Navigator is now the leading benefits administration and HR platform in the US for insurance brokers, serving more than 4,000 brokers, over 175,000 companies and more than 14 million employees.
We’ve been named one of the Washington Post’s Top Workplaces six years running…. including during the pandemic Come join us and help us continue the tradition as well as start new ones
About the Role
The
Client Software Specialist
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. You’ll be directly responsible for the experience of thousands of customers on Employee Navigator.
*Please note:
This is an onsite role five days a week*
Responsibilities
Become an expert within all facets of the Employee Navigator platform through departmental and independent hands-on training
Leverage deep understanding of Employee Navigator’s products and services to provide solutions to clients' issues and questions, exceeding clients' expectations and ensuring that clients understand the value of our products
Provide the first line of support for our customer base via email, phone or our support forum
Assist clients with case builds including benefits enrollment, carrier and payroll integrations and employee onboarding
Collaborate with teammates on process improvements and strategies to make the most out of the Employee Navigator software
Serve as an experienced consultant to customers supporting Employee Navigator’s complex products/technologies
Provide recommendations to EN leadership around potential best practices and training on EN solutions, based on client input or experience
Conduct webinar training sessions
Work with general direction to resolve issues and provide solutions, with guidance in complex situations
Qualifications:
At least 5 years of experience in a client facing environment, with proven ability to produce positive results
At least 3 years of professional consulting experience or equivalent experience as a practitioner in a systems-related organization
Possess innate customer service skills including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Expertly address challenging questions while providing answers that are quick and easy to understand
Consistently seek to improve their own knowledge, the customer’s knowledge, and the product itself
Be a motivated problem solver who can accurately document and communicate issues
Demonstrate proficiency using Microsoft Office products, including Excel
Bachelors Degree OR equivalent years of experience
Bonus Points
:
Experience with benefits administration, insurance, or payroll
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