User Support Specialist (Remote)

Overview Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. We’re a fast-growing InsurTech searching for a User Support Specialist to join our growing team. This is a full-time role with a schedule of 9 AM - 6 PM Eastern. Responsibilities Efficiently manage a high ticket volume while maintaining a fast pace and high-quality responses Assist all stakeholders, including Requestors (Companies), Insureds (Suppliers), and Agencies and Brokers, with onboarding and general support issues Provide excellent customer service with stakeholders (email, phone and chat) while documenting conversations in our support ticketing system Translate complex technical information into simple language to enable seamless troubleshooting Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills Troubleshoot complex issues by identifying root causes and workarounds Collaborate cross-functionally with Engineering and Product teams to identify, report, and resolve recurring platform issues Develop knowledge on Certificial systems and the insurance industry to support efficient customer interactions Plan schedules and organize workload to meet deadlines; work cross-functionally with other teams; adhere to company policies, procedures, and guidelines What you’ll bring BA/BS degree or equivalent work experience 1+ years of user support experience 2+ years of proven experience in solving complex challenges Experience with multi-tasking in a high-energy environment Excellent communicator and creative thinker Ability to compose grammatically correct, concise, and accurate written responses Technically inclined with a drive to challenge existing processes and innovate Insurance industry experience a plus Compensation This role will receive a competitive base salary, bonus, and benefits. The base salary range for US-based employees is $50,000-$65,000. Various factors are considered when determining leveling and compensation, including professional background and experience. These numbers may be modified in the future, and final offer amounts may vary from those listed above. Please continue to apply if you are unsure that you fit into our compensation structure. Perks and Benefits Health, dental, and vision insurance No waiting period for enrollment 401(k) with company match Employer-paid STD/LTD Unlimited PTO Employee Assistance Program Virtual team-building activities About us Certificial uses real-time data to ensure businesses have continuous, compliant insurance coverage. We combine certificate issuance and compliance management into one simple platform, eliminating risk, ensuring compliance, and reducing costs for every stakeholder in the COI process - Insureds, Agents & Brokers, and Requestors. This is our Smart COI Network. We are an entirely remote team transforming how businesses and their suppliers share insurance coverage information by moving from point-in-time documents to real-time data. We value excellence, ownership, problem solving, transparency, and respect for diverse viewpoints. #J-18808-Ljbffr