Client Software Support Expert

2 weeks ago


Frederick, Maryland, United States Employee Navigator Full time

About Employee Navigator
Employee Navigator is a dynamic and profitable SaaS company specializing in insurance and HR technology, with a robust annual revenue of $100M. We collaborate with top insurance carriers, payroll providers, and brokers across the nation.

Our Mission
Our solutions are crafted to simplify the management of employee benefits and HR processes, including benefits administration and employee onboarding, among others. As the premier broker-centric platform in the U.S., we proudly serve over 175,000 businesses.

Position Overview
The Client Software Support team plays a crucial role in enhancing the experience of our clients using the Ease platform. As a Client Software Support Expert, you will guide brokers and company administrators through significant stages of their customer journey, sharing your expertise to empower users to become proficient with our systems.

Key Responsibilities
1. Attain comprehensive knowledge of the Ease platform through both guided and self-directed training.
2. Utilize your in-depth understanding of our products to deliver exceptional solutions to client inquiries, ensuring they recognize the value of our offerings.
3. Serve as the primary support contact for our clients through various communication channels.
4. Assist clients with critical processes such as benefits enrollment, employee onboarding, and ACA reporting.
5. Collaborate with colleagues to identify and implement process enhancements that maximize the effectiveness of the Ease software.
6. Act as a knowledgeable consultant, providing support for the complexities of our products and technologies.
7. Offer insights and recommendations to leadership regarding best practices and training opportunities based on client feedback.
8. Conduct training webinars to educate clients on our solutions.
9. Work independently to resolve issues and provide solutions, seeking guidance for more complex challenges.

Qualifications
- Minimum of 5 years in a client-facing role, demonstrating a track record of positive outcomes.
- At least 3 years of consulting experience or equivalent background in a systems-oriented organization.
- Strong customer service skills, characterized by empathy, accuracy, and responsiveness.
- Ability to address complex inquiries with clear and concise answers.
- Commitment to continuous improvement of personal knowledge, customer understanding, and product enhancement.
- Proven problem-solving abilities with effective documentation and communication skills.
- Proficiency in Microsoft Office, particularly Excel.
- Bachelor’s Degree or equivalent professional experience.

Preferred Qualifications
- Experience in benefits administration, insurance, or payroll sectors.



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