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General Support Agent

4 months ago

Las Vegas, United States Employee Navigator Full time
About Employee Navigator

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. 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. Employee Navigator is the leading broker-centric benefits administration and HR platform in the US serving over 175,000 companies.

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 General Support Agent will deliver a world-class experience to our Employee Navigator customers utilizing the Ease platform. The Client Software Support team is responsible for guiding our broker and company administrator clients through key moments of their customer journey, and shares expertise to help all our users become system experts. You'll be directly responsible for the experience of thousands of customers on Ease and eventually Employee Navigator.

*Please note: This is an onsite role five days a week*

Responsibilities
  • Become an expert within all facets of the Ease platform through departmental and independent hands-on training
  • Leverage deep understanding of Ease'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, chat or our support forum
  • Assist clients with case builds including benefits enrollment, employee onboarding, and ACA 1094/1095 reporting.
  • Collaborate with teammates on process improvements and strategies to make the most out of the Ease software
  • Serve as an experienced consultant to customers supporting Ease's complex products/technologies
  • Provide recommendations to Employee Navigator leadership around potential best practices and training on Ease 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