Implementation Support Specialist

Brief Description Zywave's carrier support queue is fast-paced and technical and this role sits right at the center of it. As an Implementation Support Specialist, you'll troubleshoot complex technical issues for insurance carriers, working closely with dev and QA teams to resolve them. You'll be the trusted point of contact carriers rely on, and the liaison that keeps in-flight projects moving between support and engineering.

What You Will Do

• Serve Zywave's carrier support queue, responding to technical issues with speed and accuracy
• Triage complex technical issues — reproduce problems, gather details, and document findings clearly
• Escalate and collaborate with dev/QA teams to drive issues to resolution
• Provide timely, primarily written technical support to carriers on Zywave products
• Maintain detailed, thorough case notes covering communications, decisions, and key dates
• Act as the liaison between carriers and dev/QA on active projects
• Partner with fellow support team members to ensure issues are routed to the right owner
• Support internal and external users with the same level of care and responsiveness
• Mentor and help onboard new team members as the team grows [inferred — please review]

What You Will Bring

• Bachelor's degree in Business, Communications, Information Technology, or a related discipline
• Effective written and verbal communication skills, especially in a written-support environment
• Demonstrated analytical skills and independent problem-solving ability
• Proven ability to deliver exceptional customer service
• Strong time management and collaboration skills to hit team goals
• Experience with Microsoft Outlook and JIRA
• Experience with XML, JSON, and Postman (preferred)
• Understanding of insurance rating, particularly Personal Lines Home & Auto (preferred)

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.