Client Software Expert

4 days ago

Salt Lake, Utah, United States Employee Navigator Full time
About Employee Navigator

Employee Navigator is a rapidly growing and highly profitable SaaS company that specializes in insurance and HR technology. We work with leading insurance carriers, payroll companies, and insurance brokers to provide innovative solutions for employee benefits and HR management.

We are the leading broker-centric benefits administration and HR platform in the US, serving over 175,000 companies. Our mission is to make it easier for our customers to manage the complexity of employee benefits and HR.

About the Role

The Client Software Specialist will play a critical role in delivering a world-class experience to our customers. As a member of our Client Software team, you will be responsible for guiding our broker clients through key moments of their customer journey and sharing expertise to help all our users become Employee Navigator experts.

You will be directly responsible for the experience of thousands of customers on Employee Navigator. Your primary focus will be on providing exceptional customer support, leveraging your deep understanding of Employee Navigator's products and services to resolve client issues and questions.

Responsibilities
  • Expertise Development: Become an expert within all facets of the Employee Navigator platform through departmental and independent hands-on training.
  • Client Support: Provide the first line of support for our customer base via email, phone, or our support forum.
  • Case Builds: Assist clients with case builds, including benefits enrollment, carrier and payroll integrations, and employee onboarding.
  • Process Improvement: Collaborate with teammates on process improvements and strategies to make the most out of the Employee Navigator software.
  • Consulting: Serve as an experienced consultant to customers supporting Employee Navigator's complex products and technologies.
  • Training and Development: Provide recommendations to EN leadership around potential best practices and training on EN solutions, based on client input or experience.
  • Webinar Training: Conduct webinar training sessions to educate customers on Employee Navigator's features and benefits.
  • Issue Resolution: 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.
  • Bachelor's Degree or equivalent years of experience.
Bonus Points
  • Experience with benefits administration, insurance, or payroll.

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