Product Support Operational Specialist

COLLABORATION :

• This role will report to the Manager of Global Product Support
• The Support team works staggered hours to provide 24 / 5 coverage, this role works 9am-6pm ET.
• This role will work closely with Level 2 Support Advocates, Client Success Managers, Engineering, Data Services, Implementation Analysts, Business Leaders, and others as needed.
• This role is a part of our Global Client Success team consisting of Client Success Managers, Client Success Analysts, Level 1 and Level 2 Support Advocates, and Implementation Analysts.

EXPERIENCE & QUALIFICATIONS  :

• College degree preferred
• Strong problem-solving skills
• Impeccable with follow through and follow up
• Able to respond to P1 / P2 tickets on nights and weekends, if needed during special circumstances
• 1+ years of customer support experience in a professional environment, preferably with a Software-as-a-Service and / or Startup environment is a bonus
• Experience in ticket handling and root cause analysis
• Direct experience with Microsoft Outlook and Excel
• Direct experience with Jira / Atlassian is a bonus
• Direct experience in audit, claims management and / or accounting is a bonus
• Act as a team player, actively share knowledge across the team
• Assure quality of service is delivered within the expected SLA and KP

Skills Required

Ms Outlook, Root Cause Analysis, Data Services