Benefits Summary - Flexible and hybrid work arrangements
- Paid time off/Paid company holidays
- Medical plan options/prescription drug plan
- Dental plan/vision plan options
- Flexible spending and health savings accounts
- 401(k) retirement savings plan with a Roth savings option and company matching contributions
- Educational assistance program
Overview The Technical Support Specialist (TSS) will provide professional support via phone and email to external clients and Account Managers for subscriptions to the AM Best product line, Best's Client Portal and AM Best website. The TSS will work closely with various internal departments to resolve client issues and answer complex data inquiries.
Responsibilities Monitor all mailbox(es) the team has access to and handle appropriately
Troubleshoot, document, and resolve customer inquiries via e-mail and phone, providing support for installation and usage of all AMB applications and services
Document in detail, follow-up and review all cases (for accuracy and reporting purposes) entered in the internal tracking system (Salesforce) and ensure they are being resolved in a timely manner
Communicate with management and other departments as needed to resolve escalated cases
Review internal documentation/databases related to product enhancements and updates, as needed
Recognize and recommend product improvements while reviewing case details
Participate in the onboarding project and ad hoc projects as needed
Qualifications High School diploma required
2 - 4 years prior help desk and/or customer service experience required
Skills Ability to work independently yet collaborate in a team environment
Ability to handle multiple priorities and projects simultaneously
Excellent communication and interpersonal skills (written and verbal) with demonstrated ability to translate technical information to a non-technical audience. Strive for first call resolution
Maintain a positive work environment by acting and communicating in a professional, courteous, respectful, ethical manner with customers, clients, coworkers and supervisors
Strong computer skills, including MS Word and Excel and familiarity with various operating systems
Have an aptitude for technology and enjoy problem solving
Ability to meet deadlines and manage expectations on a daily basis
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