Product Support Specialist

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