Customer Support Specialist

Zywave provides unique, industry-leading solutions for insurance brokers, and is hiring a Customer Support Specialist to help maintain our level of excellence. A Zywave Customer Support Specialist will provide problem resolution for partners in a fast-paced and evolving environment, clearly communicating technical solutions, while working both independently and within a team. Zywave's Customer Support Specialists are a large part of our high level of customer satisfaction and loyalty.

What You Will Do:

Communication & Technology:

• Under general supervision, provide hands-on software support for Zywave products through daily customer interactions via email, chat, and phone, delivering timely technical assistance through both written and verbal communication.
• Interact and consult with customers on network administration, software systems, and intranet/internet 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.
• Acquire and maintain current technical knowledge necessary to provide accurate solutions to customer inquiries.

Information Management:

• Record, track and document customer requests, updating through to final resolution.
• Maintain knowledge base through addition of new, and editing of existing articles.
• Supply user feedback to assist with development of future products and enhancements.
• Ability to meet and exceed performance metrics as outlined by Zywave management regarding quantity of cases, average turnaround time, and customer satisfaction.
• Dedication to developing multi-tasking skills to manage constant requests for information and ensure proper follow through with each case.

Additional Responsibilities

• Serve as a subject matter expert on at least one Zywave product and assist in training newer members of the team.
• Adapt and exhibit patience to varying personalities and with changing situations and environments.
• Assist Zywave staff as needed and available: providing excellent support for both internal and external users.
• Perform other tasks on projects as needed/assigned by management.
• Participate in group activities and ongoing trainings regarding best practices.
• Develop and act upon individual, team, and company goals.
• Recognize colleagues regularly for providing assistance

What You Should Have:

• Bachelor's degree in Business, Communications, Information Technology or related discipline.
• Effective written and verbal communication skills, able to explain technical / complex information to nontechnical audiences.
• Able to provide a positive customer service experience.
• Demonstrated analytical skills and independent problem solving ability are required.
• 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 to work in an ever changing environment.
• Desire to develop oneself and take advantage of opportunities to practice and enhance business/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 industry helpful.
• Must be able to type and sit for long periods of time and resolve issues over the phone and via email/internet.
• Technical requirements include:
• Proficient in Microsoft Office, including Outlook.

Why Work at 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