Customer Support Specialist

The Customer Support Specialist is responsible for responding to and resolving customer inquiries in a timely and professional manner for highly customizable Benefitfocus products. The primary functions of the Customer Support Specialist role include triaging system issues, collaborating internally to ensure items are resolved with the highest quality, and providing cause and resolution details to customers. This role requires strong analytical skills, excellent written communication, and the ability to excel in a fast-paced and team-oriented environment.

Responsibilities:

• Respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution
• Work directly with customers to troubleshoot, research, and resolve questions and issues within our products; Collaborate with other associates and resources required to resolve issues
• Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise; Consistently provide status updates for active issues for both the customer and internal associates
• Document all communication and maintain accurate and up-to-date status of all triage actions performed within our issue management system
• Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary
• Collaborate with Customer Success Managers, Benefit Service Center associates, Solutions Consultants, and other internal teams to provide exceptional support during each customer s annual Open Enrollment period

Keyword: Resolution Support Specialist
Required Experience:

• Excellent analytical, problem solving, time management, and multi-tasking skills
• Ability to deliver quality results in a fast-paced environment
• Strong verbal and written communication skills that focus on concise and informative content for internal and customer audiences
• Experience developing strategies that drive success through delivering value and insight tailored to each unique customer
• Very limited travel, upon request

Education, Experience and Training required:

• B.S. or B.A. required
• 2+ years experience in data analysis, account management, or technical customer support-related roles
• Industry knowledge and experience is a plus: Insurance, Benefits Administration, SaaS, Healthcare
• Strong proficiency in Microsoft Excel, HTML, basic SQL, or report creation experience desired

Success Measures: The success of a Customer Support Specialist is ultimately measured by their ability to provide thorough and accurate solutions with consistently high levels of service for our customers.

• Customer Satisfaction Measures: Transactional surveys will be sent to customers to measure their satisfaction with responsiveness and the resolution provided
• Productivity and Quality Metrics: Including initial response time, consistent communication throughout the life of an issue and the quality and timeliness of the resolution provided
• Training and Product Certifications: All Customer Support Specialists will be responsible for attending product training and achieving product certifications that will support their career growth in the Customer Management team

From: Benefitfocus