Customer Support Specialist

Zywave provides unique, industry-leading solutions for insurance brokers. We are hiring a Customer Support Specialist to help maintain our standard of excellence. In this role, you will provide problem resolution for partners in a fast-paced and evolving environment, clearly communicating technical solutions while working both independently and as part of a team. This is a 100% customer-facing position - our Support Specialists are central to our high level of customer satisfaction and loyalty.

What You Will Do

Communication & Technical Support

• Provide timely technical support to customers on Zywave products through written and verbal communications.
• Interact and consult with customers on network administration, software systems, and intranet/internet topics to support Zywave products.
• Prioritize and solve complex technical issues based on established processes and workflows, escalating as necessary.
• Collaborate with other members of Support to analyze and respond to customer inquiries.
• Act as liaison between customers and Zywave's Research & Development team.
• Maintain and grow technical knowledge necessary to provide accurate solutions to customer inquiries.

Information Management

• Record, track, and document customer requests, updating through to final resolution.
• Maintain the knowledge base through addition of new articles and editing of existing ones.
• Supply user feedback to assist with development of future products and enhancements.
• Meet and exceed performance metrics as outlined by Zywave management (case volume, average turnaround time, and customer satisfaction).
• Manage a constant flow of customer requests with proper follow-through on each case.

Escalations & Engineering Collaboration

• Create reproducible, well-documented escalations for the engineering team.
• Communicate investigation findings and resolution status back to customers throughout the escalation process.
• Share relevant customer feedback in the appropriate internal channels to inform product direction.

Team Contribution & Growth

• Help onboard new team members and pair with others to share knowledge.
• Participate in assigned strategic initiative tasks.
• Participate in group activities and ongoing trainings regarding best practices.
• Engage in peer reviews - both giving and receiving constructive feedback.
• Develop and act upon individual, team, and company goals.
• Recognize colleagues regularly for providing assistance.
• Adapt with patience to varying personalities, situations, and environments.
• Perform other tasks on projects as needed or assigned by management.

Mindset & Culture Fit

We are looking for someone who exhibits motivation and genuine interest in developing core competencies. The ideal candidate leverages challenges as learning opportunities, proactively finds solutions for self-improvement, and contributes to an ethical and respectful team culture.

What You Should Have

• Bachelor's degree in Business, Communications, Information Technology, or a related discipline.
• Effective written and verbal communication skills - able to explain technical or complex information to non-technical audiences.
• Demonstrated ability to provide a positive customer service experience.
• Analytical skills and independent problem-solving ability.
• Ability to manage time effectively and collaborate to achieve goals as part of a team.
• Commitment and willingness to strive toward achieving Zywave's goals.
• Demonstrated flexibility and responsiveness in an ever-changing environment.
• Desire to develop oneself and take advantage of opportunities to enhance business and technical skills.
• Display mutual trust and confidence while contributing to an ethical and respectful culture.
• Knowledge of group insurance administration including health benefits or property & casualty/risk management is helpful but not required.
• Must be able to type and sit for long periods of time and resolve issues over the phone and via email/internet.

Technical Requirements

• Proficient in Microsoft Office, including Outlook.
• Preferred (Not Required): Experience using customer support and issue-tracking tools such as Salesforce and Jira to manage cases, workflows, and customer communications.

Why pick Zywave?

Zywave empowers insurers and brokers to drive profitable growth and thrive in today's escalating risk landscape. Only Zywave delivers a powerful Performance Multiplier, bringing together transformative, ecosystem-wide capabilities to amplify impact across data, processes, people, and customer experiences. More than 15,000 insurers, MGAs, agencies, and brokerages trust Zywave to sharpen risk assessment, strengthen client relationships, and enhance operations. Additional information can be found at www.zywave.com.

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